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Customer Complaints Officer

Posted 24 January by Nelsons Featured Ended


To manage the customer complaints process ensuring that product quality issues are investigated, escalated (where appropriate) and CAPA implemented in compliance with worldwide regulatory requirements for Nelsons’ products

Key Responsibilities

  • Management of the customer complaints process with an electronic QMS.
  • Maintenance of SOPs relating to customer complaints
  • Ensure processes are in place and in use with Nelsons subsidiary offices and distributors to capture all customer complaints.
  • Assess individual customer complaints for product quality impact.
  • Lead Root Cause Analysis investigations in conjunction with Operations for any complaints deemed as product quality and ensure appropriate CAPA is in place and tracked.
  • Maintain customer complaints documentation in Q Pulse.
  • Escalate significant quality complaints that may require product recall assessment (or other action) to senior QA management.
  • Trend customer complaints from across the Nelsons business and prepare data & KPI’s for presentation at management review, ensuring adverse trends are escalated.
  • Provide complaint trends to Quality Officers for incorporation into Product Quality Reviews.
  • Prepare complaints data for regulatory inspections.
  • Undertake any other reasonable task requested by Management

Person Specification

Qualifications and Experience

  • Educated to degree level, preferably from a scientific or life science background
  • Relevant Quality Assurance experience, ideally within the Pharma, healthcare or food industries
  • Experience working within a Manufacturing environment is desirable
  • Experience or participating in FDA/MHRA audits is desirable

Skills & Abilities

  • Ability to risk assess product quality issues and escalate appropriately
  • Experience in root cause analysis and development, implementation and effectiveness check of CAPA
  • Knowledge of pharmaceutical processing and GXP
  • Ability to prioritise and deal efficiently with workload
  • Possess ability to work under pressure and maintain strict deadlines
  • Excellent communication skills


  • Team player
  • Keen to learn and progress
  • Self-starter
  • Friendly and approachable
  • Positive outlook

Required skills

  • CAPA
  • Complaints
  • Data
  • Manufacturing Environment
  • Root Cause Analysis

Reference: 34313528

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