EPM Scientific
Complaint Specialist
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9-Month Initial Contract | Strong Likelihood of Extension
Full-Time (37.5 hours per week)
On-Site Preferred: 4-5 Days per Week in Ilfracombe
Start Date: September (Preferred)
We are seeking a Customer Interaction Officer (CIO) to join a busy and highly collaborative Customer Complaint Handling team. This role sits at the heart of the customer experience, acting as the key link between customers and internal teams throughout the complaint investigation process.
You will be responsible for managing customer communications, coordinating product returns and sample testing, tracking investigations, and ensuring customers receive timely updates and clear outcomes. This is an excellent opportunity for someone who enjoys working in a fast-paced environment, balancing multiple priorities, and building strong relationships across Quality, Technical, Product Management, Operations, and Supply Chain teams.
Key Responsibilities
- Manage customer complaint cases using Salesforce and internal quality systems.
- Act as the primary point of contact for customers throughout complaint investigations.
- Coordinate product returns, sample shipments, testing activities, and logistics.
- Track and monitor investigations to ensure timely progression and closure.
- Draft customer response letters and communicate investigation outcomes.
- Gather technical information from subject matter experts and translate it into clear customer-facing communications.
- Coordinate customer follow-ups, technical enquiries, and status updates.
- Maintain accurate records and documentation in line with quality system requirements.
- Work cross-functionally with Quality, Technical Support, Product Management, Operations, and Supply Chain teams.
- Support the prioritisation and administration of a high volume of active complaint cases and returns.
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Required Experience
- Experience in customer complaint handling, customer service, customer support, customer operations, order management, or customer relations.
- Strong stakeholder management and coordination skills.
- Proven ability to manage customer communications professionally and empathetically.
- Excellent organisational skills with the ability to manage multiple priorities simultaneously.
- Experience coordinating product returns, shipments, logistics, or order management activities.
- Strong written communication skills, including customer correspondence and report writing.
Preferred Experience
- Experience working within a regulated industry such as Medical Devices, Diagnostics, Life Sciences, Biotechnology, Pharmaceuticals, or Healthcare.
- Salesforce experience.
- SAP or ERP system knowledge.
- Understanding of complaint handling processes within a regulated environment.
- Familiarity with quality systems and investigation workflows.
- Experience working closely with Quality, Engineering, Manufacturing, or Technical teams.
- Medical Device complaint handling experience would be highly advantageous.
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Key Competencies
- Exceptional communication and interpersonal skills.
- Customer-focused approach with a strong sense of ownership.
- Excellent planning, organisation, and coordination capabilities.
- Strong attention to detail and problem-solving ability.
- Ability to build relationships across diverse stakeholder groups.
- Comfortable working independently while collaborating effectively within a team.
- Adaptable, proactive, and keen to learn technical product knowledge.
We're looking for an individual who combines outstanding customer service skills with the ability to coordinate complex activities across multiple teams. You don't need to be deeply technical, but you should be comfortable gathering information from technical experts, managing customer expectations, and ensuring investigations progress smoothly from initiation through closure.
Candidates with experience in Medical Devices, Diagnostics, Life Sciences, Biotechnology, Pharmaceuticals, or other regulated industries are particularly encouraged to apply.
If you are a highly organised, customer-focused professional who thrives in a collaborative environment and enjoys coordinating complex processes, we'd love to hear from you.
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