Job Title: Complaint Intake Analyst - Spanish and German Speaking
Location: Marlow (hybrid three days in office with two from home)
Contract: 12 months
Salary: £28k per annum
Hours: Monday - Friday 5 hours per week

Job Description

We are looking for a customer service representative for a leading pharmaceutical company based in Marlow. As part of the role, you will be working to support PMQA through providing the initial triaging of complaints from all channels and serves as the first point of contact with the customer. They will ensure accuracy of data from the customer to make the initial identification of the complaint code. They will conduct data entry and coordination of work through the appropriate channels as determined by established business rules. They will also handle escalations for complex complaints and serve as a subject matter expert in designated products.

Key Responsibilities

Completes the intake process of complaints through phone and email into the Complaint Intake Systems which includes translations from local language to English when required, the initial identification of the complaint code, conducting follow up activities for missing information, coordinating the logistics of complaint sample returns and communicating the results of the complaint investigations when requested/required.
Communicate and cooperate with customers and distributors involved in the reported complaints
Internal communication and cooperation with relevant local or global stakeholders in other departments involved with complaints management within the organization, like affiliate CQA, Medical Information, Regulatory Affairs and Pharmacovigilance
Supports more complex complaints that are escalated
Serve as a Subject Matter Expert for a designated product(s) within the team when required
Where applicable, decide whether a replacement, credit, or warranty claim is warranted, and notify the appropriate stakeholders to complete the process. OR complete activities to process the replacement, credit or warranty activities for the customer.
Where applicable, partner with affiliate CQA for translation or communication support when needed
Support management with any documentation or SOP reviews when needed
Partner with other departments to address queries/inquiries e.g. Medical Info, Regulatory, PV
Support management with any projects / process improvement initiatives
Support management during audits and inspections
Where applicable, make vigilance reporting decisions and prepare the relevant vigilance reports for submission to MOH.
Where applicable, translate vigilance reports into local language for submission to MOH

Qualifications and Skills

Qualifications and Skills:

High school diploma or equivalent required. College or a 2-year associate degree is preferred
Must be able to communicate clearly in a variety of languages including English, German and Spanish
Experience in a Quality environment or customer service support role, preferably in a healthcare setting
Strong attention to detail, critical thinking, and can work independently with minimal direction
High quality customer service skills
Ability to express ideas clearly in both written and oral communications
Knowledge and familiarity with product, process, equipment, and facilities of pharmaceutical, biological or device related products.
Computer skills and ability to navigate through software systems
Strong prioritization and time management skillsCarbon60, Lorien & SRG - The Impellam Group STEM Portfolio are acting as an Employment Business in relation to this vacancy