Complaints Officer – FIXED TERM CONTRACT (Maternity cover, 12 months)
North London or Basingstoke
Finance & Ops – Quality Systems & Complaints /
Contract. Full-time /
Hybrid
Vision RT is a fast-growing MedTech company transforming radiation therapy for cancer patients by helping make it more accurate, effective, and comfortable. The company is the inventor of, and a market leader in, Surface Guided Radiation Therapy (SGRT). This technology uses advanced 3D cameras to track surface data, providing enhanced guidance across every step of the radiotherapy workflow.
Vision RT’s SGRT solutions are in 24 out of the 25 “Best Hospitals for Cancer,” as tracked by US News & World Report.
The company is recognised as one of Britain’s fastest-growing private tech companies, as featured in the 2025 Sunday Times 100 Tech list. Vision RT is also a recipient of the 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, and 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. Employees benefit from the security and reach of being part of a large global enterprise, combined with the agility and innovation of a startup.
Vision RT is a company with strong values, a clear mission, and a bright future. It is an exciting and rewarding organisation in which to work.
About the role
The Complaints Officer role is a non-customer-facing investigative and administrative role. The successful candidate will primarily be responsible for the prompt assessing, evaluating, and processing of complaints, as well as the escalation of high priority issues.
They will also be responsible for collaborating with other teams within the company to gather additional information on the cases assigned to them, assess and establish an accurate Root Cause, and then complete the regulatory-required documentation.
Key responsibilities will include
- Assist in the review and classification of complaints against applicable regulations and company procedures to determine reportability.
- Under supervision, work with internal and external stakeholders to investigate complaints, determine the root cause and close or escalate for further action as appropriate.
- Liaise with the Product Risk Management Team and other internal teams to complete initial risk assessments.
- Assist in supporting internal and external audits by Vision RT’s notified body and other third parties.
- Work collaboratively with other teams within the Quality & Regulatory Compliance department and other areas, particularly Production, R&D and Service.
- Once trained, act as an internal auditor to ISO 13485, MDSAP and the EU MDR.
- Other duties as may be reasonably required.
- This role may require occasional UK and international travel.
Essential Skills & Experience
- Strong administration skills and attention to detail.
- Analytical and problem-solving skills.
- Ability to work independently and collaboratively, and to prioritise and plan multiple time-sensitive tasks simultaneously.
- Competent in Microsoft Office products.
- Fluent in written and spoken English.
Desirable Skills & Experience
- Advanced skills with MS Excel (e.g Vlookup, pivot table analysis).
- Demonstrates understanding of navigating medical device regulations and regulatory guidance for regulatory submissions in MDSAP markets and/or the EU.
- Qualified internal auditor with experience of performing internal and/or supplier audits to ISO 13485+ 27001, MDSAP requirements, the EU MDR and/or ISO 9001 standards
- 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.
