Quality Returns Investigator in Southampton

CooperVision is one of the world’s leading manufacturers of soft contact lenses with a presence in over 100 countries. Being part of CooperVision means helping improve the way people see each day. It’s more than making contact lenses, it’s about giving lens wearers freedom and confidence to move about their daily lives.

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.

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

• 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.

• 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.

• 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.
• Educated to A-level standard and/or relevant experience in a medical device/regulatory environment.

You’ll 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.

As a CooperVision employee, you’ll 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.

All suitably qualified applicants will receive equal consideration and opportunities from CooperVision.