At a Glance
- Tasks: Handle customer complaints and ensure accurate data entry while providing top-notch service.
- Company: Join AbbVie, a leader in innovative healthcare solutions.
- Benefits: Competitive salary, inclusive culture, and opportunities for professional growth.
- Other info: Work in a dynamic environment with a focus on integrity and innovation.
- Why this job: Make a real difference in people's lives by resolving health-related issues.
- Qualifications: High school diploma required; experience in call centres preferred.
The predicted salary is between 30000 - 40000 £ per year.
AbbVie's mission is to discover and deliver innovative medicines and solutions that solve serious health issues today and address the medical challenges of tomorrow. We strive to have a remarkable impact on people's lives across several key therapeutic areas including immunology, oncology and neuroscience, and products and services in our Allergan Aesthetics portfolio.
The Complaint Intake Analyst II supports PMQA by providing the initial triage of complaints from all channels and serving as the first point of contact with the customer. The analyst ensures data accuracy and makes the initial identification of the complaint code, conducts data entry, coordinates work through appropriate channels as determined by established business rules, and handles escalations for complex complaints. The role also serves as a subject matter expert in designated products.
Responsibilities- Complete the intake process of complaints through phone, email, and OneTrack.
- Conduct initial assessment of applications for missing information and perform customer outreach to obtain required data.
- Identify the complaint code.
- Coordinate logistics for complaint samples.
- Partner with internal stakeholders for adverse events.
- Support more complex complaints that are escalated.
- Serve as a subject matter expert for a designated product within the team.
- Decide whether a replacement, credit, or warranty claim is warranted, notify appropriate stakeholders, and process the claim for the customer.
- Lead translation services for reporting.
- Identify need for a reply letter to customers addressing the results of complaint investigations and send it to the complaint processing team to create.
- High school diploma or equivalent required; college or 2‑year associate degree preferred.
- Minimum of 3‑5 years’ experience within a call center, preferably in a healthcare setting.
- Strong attention to detail and critical thinking; capable of working independently with minimal direction.
- High‑quality customer service skills.
- Clear written and oral communication abilities.
- Proficiency in one additional EU language (Spanish, Italian, German, or Dutch, written and verbal, minimum B2 level) required to support effective communication with EU‑based stakeholders in complaint intake activities.
AbbVie is an equal opportunity employer and is committed to operating with integrity, driving innovation, transforming lives and serving our community.
Specialist, Complaint Intake II in Marlow employer: AbbVie
AbbVie is an exceptional employer that prioritises innovation and integrity, making a significant impact on health and well-being. With a strong commitment to employee growth, AbbVie offers a collaborative work culture where team members are encouraged to develop their skills and expertise, particularly in the healthcare sector. Located in a vibrant area, employees benefit from a supportive environment that values diversity and fosters meaningful contributions to the community.
