Complaints Officer

Vision RT Ltd; Greater London; On-site; GBP 35,000 - 45,000; Full time

Job summary

A leading MedTech firm in Greater London is seeking a Complaints Officer to assess and process complaints in a regulatory environment. The role requires strong analytical and administrative skills, with a solid understanding of medical device regulations and proficiency in Microsoft Office, especially Excel. Candidates should have a minimum of 2 years' experience with trend analysis and be fluent in English. Occasional travel may be required.

Qualifications

• 2 years’ experience with trend analysis.
• Fluent in written and spoken English.
• Advanced skills with MS Excel (e.g., Vlookup, pivot tables).
• Competent in Microsoft Office products.
• Strong administration skills and attention to detail.
• Analytical and problem-solving skills.
• Ability to work independently and prioritise and plan tasks.
• Demonstrates understanding of navigating medical device regulations and regulatory guidance.
• Qualified internal auditor with experience of performing audits to relevant standards.

Responsibilities

• Review and classify complaints against regulations and procedures.
• Investigate complaints and determine root cause.
• Liaise with Product Risk Management Team for risk assessments.
• Support internal and external audits.
• Act as an internal auditor for ISO standards.
• Participate in occasional travel as required.

Skills

Trend analysis

Fluent in English

Advanced Excel skills

Microsoft Office proficiency

Administration skills

Analytical skills

Problem-solving skills

Understanding medical device regulations

Strong attention to detail

Job description

Overview

Vision RT is a rapidly growing MedTech transforming radiation therapy for cancer patients, helping to make it more accurate, effective and comfortable. We are the inventors of, and the market leaders in, Surface Guided Radiation Therapy SGRT. This technology uses advanced 3D cameras to track surface data for guidance across every step of the radiotherapy workflow.

Our SGRT solutions are used in 24 of the 25 Best Hospitals for Cancer, as tracked by US News & World Report.

Vision RT is part of William Demant Invest A/S and has around 300 employees globally, with offices in the UK, Poland and the USA. Vision RT staff members have the security and reach that comes with being part of a large global enterprise, combined with the freedom and agility of a startup.

Vision RT is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment regardless of race, colour, religion, sexual orientation, gender, national origin, disability, or protected veteran status.

About the role

The Complaints Officer is a non-customer-facing investigative and administrative role. The successful candidate will primarily assess, evaluate, and process complaints, escalate high-priority issues, and collaborate with other teams to gather information, establish an accurate root cause, and complete the regulatory-required documentation.

Key responsibilities

• Assist in the review and classification of complaints against applicable regulations and company procedures to determine reportability.
• Under supervision, work with internal and external stakeholders to investigate complaints, determine the root cause and close or escalate for further action as appropriate.
• Liaise with the Product Risk Management Team and other internal teams to complete initial risk assessments.
• Assist in supporting internal and external audits by Vision RT’s notified body and other third parties.
• Work collaboratively with other teams within the Quality & Regulatory Compliance department and other areas, particularly Production, R&D and Service.
• Once trained, act as an internal auditor to ISO 13485, MDSAP and the EU MDR.
• Other duties as may be reasonably required.
• This role may require occasional UK and international travel.
• Strong administration skills and attention to detail.
• Analytical and problem-solving skills.
• Ability to work independently, and prioritise and plan tasks.
• Competent in Microsoft Office products.
• Fluent in written and spoken English.
• Advanced skills with MS Excel (e.g. Vlookup, pivot table analysis).
• Demonstrates understanding of navigating medical device regulations and regulatory guidance for regulatory submissions in MDSAP markets and/or the EU MDR.
• Once trained as needed, a qualified internal auditor with experience of performing internal and/or supplier audits to ISO 13485, MDSAP requirements, the EU MDR and/or ISO 9001.
• 2 years’ experience with trend analysis.

Qualifications

• 2 years’ experience with trend analysis.
• Fluent in written and spoken English.
• Advanced skills with MS Excel (e.g., Vlookup, pivot tables).
• Competent in Microsoft Office products.
• Strong administration skills and attention to detail.
• Analytical and problem-solving skills.
• Ability to work independently and prioritise and plan tasks.
• Demonstrates understanding of navigating medical device regulations and regulatory guidance for regulatory submissions in MDSAP markets and/or the EU MDR.
• Qualified internal auditor with experience of performing internal and/or supplier audits to ISO 13485, MDSAP requirements, the EU MDR and/or ISO 9001.