Location: Bournemouth, Office Based
Job Type: Full-time, Permanent

Join a Team That Makes a Difference!

Are you passionate about delivering exceptional customer service and helping consumers navigate healthcare and over-the-counter (OTC) products with confidence?

We are looking for a Customer Service & Regulatory Advisor to join our growing team. This is an exciting opportunity for someone with strong customer service experience, excellent attention to detail, and an interest in the healthcare, pharmacy, health and beauty, or FMCG sectors.

In this role, you will be at the heart of customer and product support, managing enquiries, investigating complaints, maintaining accurate records, and ensuring regulatory and pharmacovigilance processes are followed.

You will work closely with internal teams, suppliers, and clients to provide professional, compliant, and customer-focused solutions.

If you enjoy problem solving, working in a fast-paced environment, and making a real impact on customer experience, we'd love to hear from you.

Key Responsibilities

As a Customer Service & Regulatory Advisor, you will:

• Respond to customer enquiries professionally, efficiently, and empathetically
• Manage product enquiries and customer complaints, ensuring timely and accurate resolution
• Accurately record all interactions and case information within the Customer Services database
• Prepare correspondence and communications for consumers, wholesalers, and other stakeholders
• Identify recurring issues and complaint trends, providing insight and recommendations for improvement
• Liaise with internal departments, suppliers, and clients to investigate and resolve product-related concerns
• Support reception and telephone enquiries when required, directing calls appropriately
• Ensure full compliance with Pharmacovigilance policies, procedures, and reporting requirements
• Maintain accurate records in line with company and regulatory standards
• Stay informed about industry developments, regulations, and factors affecting the healthcare and consumer products sector
• Contribute to continuous improvement initiatives within the customer service and regulatory functions

About You

We're looking for someone who is customer-focused, detail-oriented, and confident communicating with a wide range of stakeholders.

Essential Experience

• A minimum of 18 months' experience in a fast-paced customer service environment
• Experience handling customer complaints and resolving complex enquiries
• Experience maintaining accurate records and working to established processes
• Strong written and verbal communication skills

Desirable Experience

• Experience within the FMCG, healthcare, pharmacy, consumer health, health and beauty, or regulated products sectors
• Exposure to pharmacovigilance, product quality complaints, or regulatory processes

Skills & Knowledge

To be successful in this role, you will demonstrate:

• Strong customer service and customer relationship management skills
• Excellent attention to detail and commitment to accuracy
• The ability to identify trends within customer feedback and complaints data
• Strong problem-solving skills and a proactive approach to finding solutions
• Confidence communicating with customers, clients, suppliers, and internal stakeholders
• The ability to manage your own workload and prioritise effectively
• Good Microsoft Office skills, including Excel for data management and reporting
• The ability to follow standard operating procedures and regulatory requirements
• A professional, collaborative, and adaptable approach

Qualifications

• Educated to A-Level standard or equivalent
• Good standard of education including Mathematics and English

Why Join Us?

• Be part of a supportive and collaborative team
• Gain exposure to regulatory, pharmacovigilance, and customer quality processes
• Develop valuable skills within the healthcare and consumer products sector
• Work in a role where your insight and problem-solving directly improve customer experience
• Opportunities for ongoing learning and professional development

Our Benefits …

• 25 days of Holiday can go up 28 days after 6 years of service
• Private Medical Insurance
• Enhanced Pension Plan
• Life assurance
• And many more!

Please note we do not sponsor visa’s in this role.

IQVIA is a leading global provider of clinical research services, commercial insights and healthcare intelligence to the life sciences and healthcare industries. We create intelligent connections to accelerate the development and commercialization of innovative medical treatments to help improve patient outcomes and population health worldwide. Learn more at https://jobs.iqvia.com

IQVIA is committed to integrity in our hiring process and maintains a zero tolerance policy for candidate fraud. All information and credentials submitted in your application must be truthful and complete. Any false statements, misrepresentations, or material omissions during the recruitment process will result in immediate disqualification of your application, or termination of employment if discovered later, in accordance with applicable law. We appreciate your honesty and professionalism.