Complaint Intake Analyst

SRG; Maidenhead; On-site; GBP 28,000 - 36,000; Full time

Job summary

SRG is hiring a Complaint Intake Analyst to support Quality Assurance in the pharmaceutical sector. The role handles initial intake and triage of customer complaints through multiple channels, ensuring accurate data collection and compliant processing.

The ideal candidate has 1–2 years in a customer service/call centre environment within healthcare, with strong attention to detail and bilingual English-Swedish proficiency. Some claims processing and coordination with stakeholders are involved.

Qualifications

• High school diploma or equivalent required; associate degree preferred.
• 1-2 years in customer service or call centre, ideally in healthcare/pharma.
• Fluency in English and Swedish is essential.
• Strong communication, analytical, and multitasking abilities.

Responsibilities

• Manage intake of customer complaints via phone, email, and systems.
• Review submissions, identify missing information, and follow up with customers.
• Classify and code complaints according to guidelines.
• Coordinate sample logistics and assist investigations and resolutions.
• Escalate cases involving adverse events when required.

Skills

Attention to detail

Communication skills

Bilingual (English and Swedish)

Education

High school diploma

Job description

We are seeking a detail-oriented and customer-focused Complaint Intake Analyst to support Quality Assurance operations for a leading pharmaceutical company. You will be required to manage the initial intake and triage of customer complaints across multiple channels. As the first point of contact for customers, you will ensure accurate data collection, assess complaint information, coordinate follow-up activities, and facilitate the efficient processing of complaints in accordance with established business procedures.

For this role, a fluent Swedish speaker is required as you will be needed to translate complaints into English. Experience within a call centre background in a healthcare company or equivalent would be ideal.

Key Responsibilities

• Manage the intake of customer complaints received via phone, email, and complaint management systems.
• Review and assess complaint submissions, identify missing information, and conduct customer outreach to obtain required details.
• Perform the initial classification and coding of complaints using established guidelines and business rules.
• Coordinate complaint sample logistics and collaborate with relevant teams to support investigations and resolution activities.
• Partner with internal stakeholders on cases involving adverse events and ensure appropriate escalation where required.
• Process customer replacement, credit, or warranty claims and coordinate communication with the appropriate stakeholders.

Skills, Experience & Qualifications

• High school diploma (or equivalent) required; Associate Degree or college education preferred.
• 1-2 years of experience in a customer service or call centre environment, ideally within healthcare, pharmaceutical, medical device, or related industries.
• Strong attention to detail with the ability to analyse information, think critically, and work independently.
• Fluency in English and Swedish is essential
• Excellent verbal and written communication skills with a customer-centric approach.
• Proficiency in using computer applications and navigating multiple software systems simultaneously.
• Strong organisational, prioritisation, and time management skills, with the ability to manage competing workloads effectively.