Compliance and Governance Coordinator

• Validate and coordinate complaints across pharmacy sites within required timeframes
• Manage Baxter and NHS.net complaints inboxes
• Log and track complaints, ensuring clear communication with complainants
• Coordinate investigations with internal teams and external providers
• Accurately code and categorise complaints in line with RPS Professional Standards
• Ensure compliance with GPHC, RPS standards, and Baxter SOPs for complaints handling
• Support training initiatives for effective complaints management
• Collaborate with operational departments and external collaborators to ensure smooth communication
• Generate weekly complaints updates and chair meetings to track investigations
• Analyse complaint data, produce reports, and identify process improvement opportunities

• Pharmacy Technician NVQ/BTEC (advantageous)
• Strong written and verbal communication skills
• Proficiency in Microsoft Office (Word, Excel, Outlook, PowerPoint, Teams, SharePoint)
• Data handling and reporting skills
• Excellent collaborator management and attention to detail
• Proven experience in complaint management within pharmaceutical or healthcare sectors
• Familiarity with complaint management systems and databases
• Experience delivering training using multiple methods
• Understanding of RPS guidelines (Appendix 19)
• Knowledge of patient confidentiality and information governance

Incident management, CAPA, and root cause analysis (desirable)

• Competitive total compensation package
• Professional development opportunities
• High importance placed on work-life balance