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We are looking for a proactive, positive and people-focused Customer Complaints Advisor. The successful candidate will centrally manage customer feedback across all AM Healthcare Group companies, ensuring every complaint is handled with care, professionalism and urgency. You will play a key role in strengthening customer trust and shaping service excellence across multiple countries. This is a visible, cross-functional role with real impact where your coordination, positivity and drive will genuinely make a difference. Every compliment is celebrated – you will turn feedback into insight, insight into action, and action into improved customer experience.
Job Responsibility:
Oversee and manage all customer feedback (complaints and compliments) across the Group
Act as the central liaison between Customer Services, Operations, Logistics, Quality and Commercial teams
Ensure investigations are completed thoroughly and responses are delivered within agreed timelines
Monitor response times and escalate proactively where service levels are at risk
Identify trends, root causes and improvement opportunities
Produce and present structured feedback reports to Senior Leadership
Provide operational support to UK and French Customer Services teams when required
Help foster a culture where feedback is welcomed, valued and acted upon
Requirements:
Fluent in English and French (written and spoken)
Experience handling customer complaints, escalations and service recovery
Strong coordination and stakeholder management skills
Excellent follow-up and organisational ability
Naturally collaborative and confident communicating at all levels, across multiple teams and countries
Comfortable analysing data and presenting insights clearly
Calm under pressure, solution-focused and resilient
Structured and detail-oriented
Positive, balanced and constructive
Kind, empathetic and great with people
What we offer:
Competitive market salary
Incremental holiday allowance starting at 35 days, up to 41 days (inclusive of bank holidays)