Quality Returns Investigator

CooperCompanies; Southampton; On-site; GBP 25,000 - 35,000; Full time

Job summary

A global manufacturer of contact lenses based in Southampton is seeking a Quality Returns Investigator. This role involves processing customer complaints and conducting quality analysis on returned products. The ideal candidate has excellent communication skills, a background in quality or customer service, and intermediate IT knowledge. This full-time position offers competitive compensation and benefits, as well as opportunities for personal and professional development.

Benefits

Competitive compensation

25 days holiday

Pension scheme

Access to Wellness Platform

Qualifications

• One year's experience in a Quality or Customer Service role.
• Intermediate knowledge of IT required.
• Experience of Agile preferred.
• Experience in dealing with customers preferred.

Responsibilities

• Process customer complaint records into Quality Management System.
• Analyze products returned for quality issues in the laboratory.
• Communicate with complainants to obtain and provide information.

Skills

Excellent written and verbal communication skills

Strong organisational skills

Intermediate skills in Word, Excel and Outlook

Some knowledge of database systems

Ability to work effectively alone or in a team

Attention to detail

Ability to interpret data

Education

Educated to A-level standard or relevant experience

Tools

Quality Management System

Job description

Job title : Quality Returns Investigator

Department : Regulatory Affairs / Quality Assurance

Location : Hamble Southampton Hampshire

Working Hours : Mon-Fri 37.5 hours per week (Onsite)

A brighter future awaits you

CooperVision is one of the worlds leading manufacturers of soft contact lenses with a presence in over 100 countries. Being part of CooperVision means helping improvethe way people see each day. Its more than makingcontact lenses its about giving lens wearers freedom andconfidence to move about their daily lives. Were all about bright futures for our people and those who wear our contact lenses.

Job Summary

As a Quality Returns Investigator you will be responsible for processing complaints in the UK Manufacturing complaints hub. The role receives initiates inspects evaluates and responds to product complaints as part of a team. This role is based at our Hamble site in Southampton.

Essential Functions & Accountabilities

• Receive initiate and processes customer complaint records into the Quality Management System.
• Analyses / inspects all CooperVision products returned for a quality issue in the dedicated Quality returns laboratory.
• Communicates with complainants by telephone and email to obtain and provide information pertaining to the complaint.
• Provides the complainant with a final response in relation to the product quality issue.
• Liaises with Customer Services to ensure that appropriate customer credits are issued.
• Evaluates complaints relating to UK manufactured products to determine if further action is required.
• Compiles summaries and reports for complaints relating to UK manufactured products.
• Liaises with Global Regulatory Affairs to ensure that all appropriate information relating to potentially reportable medical complaints is accurately documented in a timely manner.
• Compiles customer complaint reports and provides information for associated KPIs.
• Assists with CAPA investigations that are triggered by customer complaints.
• Liaises with Professional services and Legal teams for complex complaints.

Knowledge Skills and Abilities

• Excellent written and verbal communication skills.
• Strong organisational skills.
• Computer literate with minimum requirement of intermediate skills in the use of Word Excel and Outlook.
• Some knowledge of database systems.
• Ability to work effectively either alone or as part of a team.
• Self-motivated.
• Ability to retain information.
• Logical thinking and use of own initiative.
• Attention to detail.
• Driven to achieve.
• Ability to interpret data and respond accordingly.
• Ability to prioritise workload as appropriate.
• Some knowledge of lens measuring would be beneficial but not essential.

Work Environment

• Office and laboratory environments including limited use of PPE.
• Prolonged sitting in front of a computer or product analysis equipment.
• Lifting and carrying of light boxes of products.

Experience and Education

• One years experience in a Quality or Customer Service role.
• Intermediate knowledge of IT required.
• Experience of Agile preferred.
• Experience in dealing with customers preferred.
• Educated to A-level standard and / or relevant experience in a medical device / regulatory environment.

What we offer

Youll receive competitive compensation and a fantastic benefits package including 25 days holiday pension scheme access to our Wellness Platform to support you in mental health and wellbeing a discounted contact lens scheme and much more!

We are committed to our employees personal and professional development and offer extensive training to support your career growth and help every individual to reach their full potential. To help us achieve our goals well give you everything you need to help you achieve yours.

We also provide access to LinkedIn Learning to help you develop in your career and grow with CooperVision

What you can expect

As a CooperVision employee youll be welcomed into a diverse and progressive global business. We appreciate how important fostering an inclusive culture is and how different perspectives add value and contribute to our success.

If you like what you see take the first step towards your Brighter Future and apply today!All suitably qualified applicants will receive equal consideration and opportunities from CooperVision.

Employment Type : Full-Time

Experience : years

Vacancy : 1