Complaint Service Manager

Complaint Service Manager – Medical Devices

Location: Huddersfield, West Yorkshire

Reports To: Head of Quality & Operations

Are you an experienced customer service leader with a technical mindset, ready to make a real impact in the medical device industry? We’re looking for a Complaint Service Manager to take charge of our customer complaint management process, ensuring swift resolutions and top-tier customer support.

About the Role

As Complaint Service Manager, you’ll lead a dedicated team responsible for managing technical service complaints and diagnostics for innovative medical devices. You’ll play a crucial role in investigating issues, identifying root causes, and implementing effective solutions—all while ensuring compliance with industry regulations.

Key Responsibilities:

• Act as the primary contact for customer complaints, ensuring efficient logging, tracking, and resolution.
• Lead investigations into product malfunctions, working with technical teams to identify root causes.
• Provide diagnostic support and troubleshooting assistance to customers.
• Manage and develop a high-performing service and complaints team.
• Work closely with quality assurance and engineering teams to improve service processes.
• Ensure compliance with medical device regulations (FDA, ISO 13485, MDR).
• Track and analyse complaint trends to drive continuous improvement.

About You:

• A strong background in customer service, complaint management or technical support, ideally within medical devices or healthcare.
• Experience in leading teams and driving process improvements.
• Technical expertise in troubleshooting and diagnostics.
• Knowledge of medical device regulations and complaint-handling standards.
• Excellent communication and problem-solving skills.

Benefits:

• 40 hours per week with flexible working options.
• Competitive salary.
• 26 days holiday plus bank holidays.
• Employee Assistance Programme (EAP) – supporting your wellbeing.