Complaints Processor - 12 months Fixed Term Contract
Basingstoke, Hampshire
Finance & Ops – Quality Systems & Complaints /
Contract. Full-time /
Hybrid
Vision RT is a rapidly growing MedTech which is transforming radiation therapy for cancer patients, helping to make it more accurate, effective and comfortable. We are the inventors of, and the market leaders in, Surface Guided Radiation Therapy (SGRT). This technology uses advanced 3D cameras to track surface data, for more guidance across every step of the radiotherapy workflow.
Our SGRT solutions are used in 24 out of the 25 “Best Hospitals for Cancer,” as tracked by US News & World Report.
We’re one of Britain’s fastest-growing private tech companies, as recently recognised by the 2025 Sunday Times 100 Tech list. We’re also the proud winners of a 2024 King’s Award for Enterprise, the UK’s most prestigious accolade for business excellence.
With around 300 employees globally, and offices in the UK, Poland & the USA, Vision RT operates independently as part of the Danish company William Demant Invest A/S - one of the world’s largest investors in healthcare companies. Vision RT staff members have the security and reach that comes with being part of a large global enterprise, combined with the freedom and agility of a startup.
This is a company with strong values, a clear mission and a bright future. It’s an exciting and rewarding place to work.
About the role
The Complaints Processor is primarily responsible for the prompt assessing, evaluating, and processing of complaints and the escalation of high priority issues.
The Complaints Processor is responsible for collaborating with other entities within the firm to gather additional information and gain full understanding of problems on a case-by-case basis to complete complaint investigations and establish root cause.
Key Responsibilities will include
- Prompt processing, analysis, and submission of complaint investigations
- Investigating complaints and driving improvements within the organisation
- Assist with preparation of trend reports related to complaint root cause and provide data for complaint review meetings
- Administering the complaint handling database
- Interface, communicate, and coordinate with internal staff on complaints for the purpose of investigation, root cause (as required) and identification/promotion to the Product Delivery/Production/Training/Service teams of items that require improvement and offer proposals for solutions where appropriate.
- Escalating high priority issues
- Foster and maintain a workplace culture respectful and supportive of individual differences
- Must work and interact effectively and professionally with others throughout various levels of the global organization
- Strictly adhering to safety requirements
- Maintaining regular and punctual attendance
- Maintaining company quality standards
- Any other duties as appropriate or as required by the quality system or company policies
Essential Skills & Experience
- Proficiency in the Microsoft Office suite of products (Word, Excel, Powerpoint and Outlook) is required.
- Strong organizational skills, and ability to triage and prioritise tasks
- Critical thinking and attention to detail required, as well as a demonstrable level of evidence-based/data-based approach to analysis
- Excellent analytical and problem-solving skills
- Excellent verbal communication skills and technical writing
- Must have effective oral and written and presentation communication skills.
- Must have a results-oriented attitude.
- Must be able to perform the essential functions of the job, with or without reasonable accommodations
- Work is performed in a normal office environment with majority of day spent sitting and moving around the department
Desirable Skills & Experience
- Advanced skills with MS Excel (e.g Vlookup, pivot table analysis etc)
- 2 Years’ experience with Trend Analysis
Vision RT is an Equal Opportunity / Affirmative Action employer, all qualified applicants will receive consideration for employment and development without regard to race, colour, religion, sexual orientation, gender, national origin, disability, or protected veteran status.
