Customer Complaints / Compliance Officer
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| Job Type | Permanent |
| Area | Milton Keynes, United KingdomBedford, United Kingdom |
| Sector | LogisticsCustomer Service |
| Start Date | |
| Job Ref | PH9838 |
- Description
- Salary: £21,000 to £26,000 pro rata depending on experience PLUS benefits
This is an excellent opportunity to join a well-known brand working in their busy logistics department and dealing with customer complaints / compliance. You will assist in the management of the daily activities of the Healthcare Compliance Department, ensuring all reported incidents are effectively investigated and reported, and for supporting the production of agreed KPIs (Key Performance Indicators).
In this pivotal role in the organisation, your excellent customer service, complaint resolution and relationship management skills will come in to play when dealing with my clients precious customer.
From taking the initial complaint, creating a report, coming up with a resolution and concluding to the customers satisfaction, you will apply your level of service and problem solving skills, adhering to SLA and KPI requirements.
Qualifications and Experience
· Demonstrable experience of customer services and complaints management
· Strong interpersonal skills
· Excellent communication skills, both oral and written
· Proficient in the use of Microsoft Office platforms including Excel, Word and PowerPoint
· Data analysis skills
· Working well within a team
An understanding of GDP Guidelines and MHRA Regulations would be beneficial but not essential
Accountabilities / Tasks – You will be required to action / be trained in the following:
· Ensure the company complies fully with all international standards and regulatory requirements for the storage and transportation of healthcare / pharmaceutical products.
· Demonstrate an excellent understanding of customers’ contractual needs and requirements, ensuring that satisfactory levels are always maintained
· Assist in the delivery of an effective incident management process (i.e. customer related queries/issues), ensuring that all reported incidents are fully logged, investigated and reported on in a timely manner
· Communicate effectively with customers and hauliers to ensure that investigations are concluded efficiently and promptly
· Undertake effective investigations with the use of root cause analysis tools (e.g. 5Y) and proper CAPA management
· Support in the production of internal and external KPIs, analysing data to identify performance trends
· Represent the Company where required, including providing effective feedback on the Company’s performance against agreed KPIs and SLAs at customer review meetings
· Prepare presentations as required for customer and/or supplier review meetings
· Assist in ensuring that all approved suppliers understand and comply with the requirements of the agreed Quality Technical Agreements and Approved Haulier Work Instructions
· Other ad-hoc duties as required
Job Title: Customer Complaints / Compliance Officer
Location: Milton Keynes, Buckinghamshire
Salary: £21,000 to £26,000 pro rata depending on experience PLUS benefits
Hours of Work: Monday to Friday
Job Type: Initial 6 month Fixed Term Contract – potential for permanent
Job Reference: PH9838
Wilde Associates is working in the capacity of an Employment Agency for this role.
