Quality Returns Investigator

Job title: Quality Returns Investigator
Department: Regulatory Affairs / Quality Assurance
Location: Hamble, Southampton, Hampshire
Working Hours: Mon-Fri, 37.5 hours per week (Onsite)

A brighter future awaits you

CooperVision is one of the world's leading manufacturers of soft contact lenses with a presence in over 100 countries. Being part of CooperVision means helping improve the way people see each day. It's more than making contact lenses, it's about giving lens wearers freedom and confidence to move about their daily lives. We're all about bright futures – for our people and those who wear our contact lenses.

Job Summary:

As a Quality Returns Investigator, you will be responsible for processing complaints in the UK Manufacturing complaints hub. The role receives, initiates, inspects, evaluates and responds to product complaints, as part of a team. This role is based at our Hamble site in Southampton.

Essential Functions & Accountabilities:

• Receive, initiate and processes customer complaint records into the Quality Management System.
• Analyses / inspects all CooperVision products returned for a quality issue in the dedicated Quality returns laboratory.
• Communicates with complainants by telephone and email to obtain and provide information pertaining to the complaint.
• Provides the complainant with a final response in relation to the product quality issue.
• Liaises with Customer Services to ensure that appropriate customer credits are issued.
• Evaluates complaints relating to UK manufactured products to determine if further action is required.
• Compile's summaries and reports for complaints relating to UK manufactured products.
• Liaises with Global Regulatory Affairs to ensure that all appropriate information relating to potentially reportable medical complaints is accurately documented in a timely manner.
• Compile's customer complaint reports and provides information for associated KPIs.
• Assists with CAPA investigations that are triggered by customer complaints.
• Liaises with Professional services and Legal teams for complex complaints.

Knowledge, Skills and Abilities

• Excellent written and verbal communication skills.
• Strong organisational skills.
• Computer literate, with minimum requirement of intermediate skills in the use of Word, Excel and Outlook.
• Some knowledge of database systems.
• Ability to work effectively either alone or as part of a team.
• Self-motivated.
• Ability to retain information.
• Logical thinking and use of own initiative.
• Attention to detail.
• Driven to achieve.
• Ability to interpret data and respond accordingly.
• Ability to prioritise workload as appropriate.
• Some knowledge of lens measuring would be beneficial, but not essential.

Work Environment

• Office and laboratory environments, including limited use of PPE.
• Prolonged sitting in front of a computer or product analysis equipment.
• Lifting and carrying of light boxes of products.

Experience and Education

• One year's experience in a Quality or Customer Service role.
• Intermediate knowledge of IT required.
• Experience of Agile preferred.
• Experience in dealing with customers preferred.
• Educated to A-level standard and/or relevant experience in a medical device/regulatory environment.

What we offer:

You'll receive competitive compensation and a fantastic benefits package including 25 days holiday, pension scheme, access to our Wellness Platform to support you in mental health and wellbeing, a discounted contact lens scheme and much more

We are committed to our employees' personal and professional development and offer extensive training to support your career growth and help every individual to reach their full potential. To help us achieve our goals, we'll give you everything you need to help you achieve yours.

We also provide access to LinkedIn Learning to help you develop in your career and grow with CooperVision

What you can expect:

As a CooperVision employee, you'll be welcomed into a diverse and progressive global business. We appreciate how important fostering an inclusive culture is and how different perspectives add value and contribute to our success.

If you like what you see, take the first step towards your Brighter Future and apply today All suitably qualified applicants will receive equal consideration and opportunities from CooperVision.

Please view our careers page at  view all other opportunities.

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