Product Returns Team Lead

Abbott Laboratories; Witney; On-site; GBP 45,000 - 60,000; Full time

Benefits offered by this job

Private healthcare

Life assurance

Pension scheme

Share ownership scheme

Flexible benefits

Onsite allotments

Bee keeping

Yoga

Job summary

Abbott Laboratories in Witney, Oxfordshire, invites applications for a Team Lead in the Product Returns Investigation Team. The role focuses on leading Complaint Investigators, driving investigations, and ensuring timely, accurate outcomes within a regulated environment.

You will coach the team, allocate workloads, monitor metrics, and provide guidance on root-cause analysis and process improvements, contributing to Abbott's commitment to quality and customer experience.

Qualifications

• Experience in a regulated environment with QMS (GMP/GLP or similar) is required.
• Previous leadership experience or ability to influence others in a team.
• Strong communication and interpersonal skills with stakeholders at all levels.
• Experience driving continuous improvement and problem solving.

Responsibilities

• Lead, coach and develop a team of Complaint Investigators, fostering accountability and continuous improvement.
• Manage and coordinate complaint investigations to ensure accuracy and timely completion.
• Support day-to-day team operations and allocate workloads to meet objectives.
• Monitor performance metrics and use data-driven insights to improve efficiency and quality.
• Provide technical and operational guidance for root-cause analysis and team development.
• Ensure compliance with internal standards and regulatory requirements while collaborating with stakeholders.

Skills

Leadership

Communication

Problem solving

Organisation

Regulatory experience

Job description

Abbott's Diabetes Care business designs, develops and manufactures leading-edge glucose monitoring systems and test strips for use in both home and hospital settings. Our product portfolio includes FreeStyle Libre, a system that is revolutionising how people with diabetes around the world monitor their glucose levels. We are passionate about doing work that improves the quality of people's lives.

Our Product Returns Investigation teams play a critical role in supporting this mission, ensuring product feedback and customer complaints are investigated thoroughly, compliantly and efficiently while maintaining the highest standards of quality and customer experience. The team provides valuable insights that help drive product improvements, support regulatory compliance, and ensure we continue to meet the needs of millions of customers worldwide.

We currently have an exciting opportunity for a Team Lead to join our Product Returns Investigation Team based in Witney, Oxfordshire.

This position operates on a Monday to Friday pattern, working 8am to 4pm, providing day to day leadership and support to our Product Returns Technicians.

As a Team Lead, you will:

• Lead, coach and develop a team of Complaint Investigators, fostering a culture of accountability, engagement and continuous improvement.
• Manage and coordinate complaint investigations, ensuring they are completed accurately, consistently and within agreed timescales.
• Support day-to-day team operations, allocating workloads and providing direction to deliver business and departmental objectives.
• Monitor performance metrics and use data-driven insights to improve efficiency and quality
• Provide technical and operational guidance, supporting problem solving, root cause analysis and team development.
• Ensure compliance with internal quality standards and regulatory requirements while collaborating with stakeholders to drive continuous improvement and readiness for new products.

What will you bring?

• Experience working within a regulated environment and Quality Management System (QMS), with knowledge of GMP, GLP or other highly regulated industries
• Previous leadership experience, or the demonstrated ability to lead and influence others within a team environment.
• Strong communication and interpersonal skills, with the ability to engage effectively with stakeholders at all levels.
• Experience of problem solving and driving continuous improvement activities.
• Strong organisational skills and the ability to balance multiple priorities in a fast-paced environment.
• A proactive, customer-focused approach and a passion for developing both people and processes.

As you'd expect from an innovative global healthcare company, we offer an excellent starting salary and a competitive range of benefits including a defined contribution pension scheme, share ownership scheme, private healthcare, life assurance, and a flexible benefits scheme. Here at Witney, we also like to help our employees live life to the fullest, and therefore we offer a range of optional initiatives for you to get involved in, including onsite allotments, bee keeping, yoga and more!

We're looking for an experienced leader who is passionate about developing people, driving operational excellence, and creating an environment where teams can thrive. If you're ready to take the next step in your leadership career and help shape the future of our global Complaint Investigation operation, we'd love to hear from you.