EPM Scientific
Complaint Specialist
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Customer Interaction Officer (CIO) Contractor
9 Month Contract (likely extension) On-site 4-5 days per week preferred
Overview
We are seeking a Customer Interaction Officer (CIO) Contractor to support a busy Customer Complaint Handling Team. This is a highly collaborative role focused on customer communication, complaint coordination, sample management, and cross-functional stakeholder engagement across Quality, Technical, Product Management, and Operations teams.
The successful candidate will act as the primary point of contact for customers throughout the complaint investigation process, ensuring timely communication, coordination of returned samples, and delivery of clear investigation outcomes.
Key Responsibilities
- Manage customer complaint cases through Salesforce and internal quality systems.
- Serve as the primary liaison between customers and internal teams throughout complaint investigations.
- Coordinate customer sample returns, testing activities, shipment logistics, and tracking.
- Ensure returned products and samples are received, documented, and routed appropriately.
- Draft and issue customer complaint response letters and investigation summaries.
- Collect technical information from subject matter experts and translate findings into customer-facing communications.
- Coordinate follow-up actions, customer calls, and responses to technical enquiries.
- Track multiple investigations simultaneously and ensure activities progress according to agreed timelines.
- Maintain accurate records and documentation in compliance with quality system requirements.
- Work closely with Quality, Technical Support, Product Management, Operations, and Supply Chain teams.
- Support scheduling and prioritisation of a high volume of active customer returns and complaint cases.
- Provide administrative and coordination support to the wider complaint handling team.
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Required Experience
- Experience in customer complaint handling, customer service, customer support, customer operations, order management, or customer relations roles.
- Experience within Medical Devices, Life Sciences, Pharmaceuticals, Biotechnology, Diagnostics, Healthcare, or another regulated industry.
- Strong stakeholder management skills with the ability to coordinate activities across multiple departments.
- Experience managing customer communications in a professional and customer-focused manner.
- Excellent organisational, scheduling, and diary management skills.
- Experience coordinating shipments, product returns, logistics activities, or order management processes.
- Strong written communication skills with experience preparing reports, customer correspondence, or investigation summaries.
- Ability to manage multiple priorities within a fast-paced environment.
Preferred Experience
- Salesforce experience.
- SAP or ERP system experience.
- Knowledge of customer complaint processes within a regulated environment.
- Understanding of quality systems and investigation workflows.
- Experience working alongside technical, engineering, quality, or manufacturing teams.
- Medical device complaint handling experience is highly desirable.
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Key Competencies
- Exceptional communication skills.
- Strong attention to detail.
- Customer-focused mindset.
- Relationship building and stakeholder engagement.
- Problem-solving capability.
- Planning and coordination skills.
- Ability to work independently while collaborating across teams.
- Adaptability and willingness to learn technical product knowledge.
Ideal Candidate Profile
We are looking for someone who combines strong customer service and coordination experience with the ability to navigate complex stakeholder environments. The successful candidate does not need to be highly technical but must be comfortable gathering information from technical experts, coordinating investigations, managing customer expectations, and ensuring cases progress efficiently from initiation through closure.
Experience within Medical Devices, Life Sciences, Pharmaceuticals, Diagnostics, or a similar regulated industry would be particularly valuable.
Contract Details
- Initial 9-month contract with potential extension.
- Full-time (37.5 hours per week).
- Preference for 5 days per week on-site, with flexibility for the right candidate.
- September start preferred.
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