Compliance and Governance Coordinator

Overview

Location:

Cheadle (Office-based)

Hours:

Monday–Friday, 9:00 AM – 5:00 PM

We are looking for a diligent and proactive Compliance and Governance Coordinator to join our Baxter Homecare Services (BHS) team. This role is critical in managing and coordinating the resolution of all complaints related to BHS, ensuring compliance, continuous improvement, and a high-quality patient experience. Join us in an exceptionally dynamic environment where your contributions directly impact patient lives!

• Validate and coordinate complaints across pharmacy sites within required time frames.
• Manage Baxter and  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

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Baxter is an equal opportunity employer. Baxter evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability/handicap status or any other legally protected characteristic.

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