Complaints Manager

Would you like to work in an international environment where you’ll make a difference every day? At Permobil, we’re looking for game-changers to join us as we innovate for individuals and develop the world’s most advanced assistive solutions.

At Permobil, the people who use our products come first. Our purpose is to create advanced assistive solutions that make the lives of adults and children living with disabilities more enriching. Our people are passionate about pushing the boundaries of technology to deliver innovations that improve lives. We are a sustainable and responsible business committed to continuous improvement, and our customers can trust us to provide market-leading solutions driven by insights-based clinical data.

The Complaints Manager will provide leadership to the Complaint Analysts who are responsible for evaluating, investigating and processing customer complaints.

The Complaints Manager will provide leadership to the Complaint Analysts who are responsible for evaluating, investigating and processing customer complaints. The position directs activities associated with complaint owners to ensure timely complaint processing. This position interacts closely with Customer Experience when customer follow-up is required and the Global Complaints Committee when complaints require reporting to regulatory authorities. This is expected to be a working manager role.

• Oversees the daily work activities of the Complaint Analyst team
• Seeks out opportunities to standardize and improve complaint handling processes. Applies continuous improvement methodologies to drive operational excellence, regulatory compliance and business efficiency.
• Monitors staff performance to ensure high quality and accurate complaint records based on regulatory expectations
• Oversees the timely receipt and processing of incoming complaints from a variety of sources, including end-users, providers and other Permobil companies.
• Ensures Complaint Analysts make consistent and accurate complaint determination decisions
• Ensures complaint investigations are processed in a uniform and timely manner, to meet company goals and/or reporting timelines
• Works with Customer Experience to ensure complaint details are accurately recorded and customer follow-up is properly documented
• Works with staff to ensure the successful execution of established policies and procedures for complaint processing
• Collects data and prepares reports on customer complaints
• Supports internal and external audits and health authority inspections
• Provides additional hands on support to complaint analysts in the event of a complaint backlog

1. You’ll make a difference. Every day

Everything we do leads to understanding and improving the lives of our users. Through our evidence-based innovation, we make a difference to people’s lives.

2. You’ll make your mark as part of our future

We collaborate with colleagues across borders to Innovate for Individuals. The impact you make personally could lead change around the world.

3. You’ll feel welcome from day one

We’re known for being great colleagues, who are collaborative, fun and at the cutting-edge. Everyone in the Permobil family cares as much as you do about making a positive difference.

4. You can have a lifestyle you love

You’re always close to nature, yet never far from civilization. We want everyone who works for us to have a lifestyle they love – at work and beyond.

You are passionate, innovative, and ambitious. You want to make a difference for others and feel fulfilled when you can see the link between the work you do and positive improvements in the lives of others. You search out opportunities and are prepared to go off the beaten track to chase your dreams. You don’t follow the herd – you find new ways of working and go where you see potential to make your mark.

You are a pioneer, revolutionary, a game‑changer and you are who we’re looking for.

• Bachelor’s degree is required
• At least 5 years of experience in a quality assurance role
• Previous people leader experience in a supervisor or manager role
• Experience in complaint handling or customer…