Quality Complaint Specialist

hims & hers
London
Workplace: OnsiteFull timeGBP 40 - 60 annuallyFunction: Quality & Regulatory (Non-Software)Experience: 3+ yearsSkills: ["Detail-oriented","Strong organisational skills","Root cause analysis","Excellent written communication","Comfort with structured investigations"]

Support UK pharmacy quality and complaints by acting as the second point of intake for product-quality complaints about dispensed commercial medicines and non-sterile compounded “specials.” Triage severity and patient-safety risk, conduct investigations with root-cause analysis and batch traceability, draft evidence-based reports and CAPA plans, and maintain GDP-aligned, audit-ready documentation. Work with pharmacy leadership, Quality Control, compounding staff, and wholesalers to identify trends and support MHRA/GPhC inspection readiness.

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FursaFursa
hims & hers
hims & hers
1 day ago

Quality Complaint Specialist

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Source: Company careers pageValidated by: Fursa AI
Last checked: 6 hours agoStatus: Live

Job Summary

Support UK pharmacy quality and complaints by acting as the second point of intake for product-quality complaints about dispensed commercial medicines and non-sterile compounded “specials.” Triage severity and patient-safety risk, conduct investigations with root-cause analysis and batch traceability, draft evidence-based reports and CAPA plans, and maintain GDP-aligned, audit-ready documentation. Work with pharmacy leadership, Quality Control, compounding staff, and wholesalers to identify trends and support MHRA/GPhC inspection readiness.
Location: London
Workplace: Onsite
Employment Type: Full time
Job Function: Quality & Regulatory (Non-Software)
Seniority: Mid level

Key Responsibilities

  • •Serve as the second point of intake for product-quality complaints for dispensed commercial medicines and non-sterile compounded “specials,” logging each complaint accurately and promptly in the complaint management system.
  • •Triage incoming complaints with the Superintendent Pharmacist to assess severity and patient safety impact and determine whether escalation is required.
  • •Lead and/or support end-to-end complaint investigations, including root cause analysis, batch/lot traceability, and retained sample review, and liaise with wholesalers/suppliers when relevant.
  • •Support investigations for non-sterile compounded preparations, ensuring alignment with MHRA guidance on unlicensed “specials,” Human Medicines Regulations 2012, and relevant professional standards.
  • •Draft investigation reports and CAPA plans, maintain audit-ready documentation in line with GDP, identify complaint trends, and support MHRA/GPhC inspection readiness.

Pay and Benefits

Salary: GBP 40 - 60 annually

Key Requirements

  • •3+ years’ experience in a pharmacy, pharmaceutical quality, or regulatory affairs role within the UK, ideally in dispensing, wholesaler, or “specials” compounding environments.
  • •Working knowledge of the Human Medicines Regulations 2012, including the Article 10 exemption framework for unlicensed “specials,” plus MHRA guidance on complaint handling, recalls, and Defective Medicines Reporting.
  • •Understanding of GPhC standards for registered pharmacies and experience supporting a Superintendent Pharmacist or Responsible Pharmacist in a regulated environment.
  • •Familiarity with non-sterile compounding practices and associated quality/regulatory expectations (including RPS professional guidance on unlicensed specials).
  • •Strong root cause analysis and CAPA experience, including structured investigation methods (e.g., 5 Whys, fishbone/Ishikawa) and strong written communication for regulator/auditor-ready reports.
Experience:3+ yearsPharmacyPharmaceutical qualityRegulatory affairsUK healthcare
Skills:Detail-orientedStrong organisational skillsRoot cause analysisExcellent written communicationComfort with structured investigations
Tech Stack:Complaint management systemCAPAQMSGood Documentation Practice (GDP)MHRA Yellow CardDefective Medicines Reporting5 WhysFishbone/Ishikawa

Company Brief

hims & hers
A telehealth and consumer wellness platform offering personalized care and products across sexual health, hair, mental health, dermatology, weight loss and primary care via digital consultations, prescriptions, and fulfillment.
Industry: HealthTech
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: San Francisco, United States
Founded: 2017
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Glassdoor: 2.9
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