Customer Service Manager - Toxicology at Abbott

Abingdon, England, United Kingdom

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Not SpecifiedCompensation

Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Healthcare, Diagnostics, ToxicologyIndustries

Requirements

Educated to degree level or equivalent work experience
Proven experience in managing customer service teams in a regulated, service-based business
Ability to lead and motivate teams to achieve excellence
Strong background in customer experience strategy and execution
Demonstrated ability to lead and inspire teams to deliver exceptional service
Experience with CRM systems and customer service technologies
Understanding of regulatory compliance in customer operations

Responsibilities

Lead and execute Customer Experience (CX) strategies to elevate service quality and satisfaction
Champion a customer-first mindset while ensuring operational discipline and regulatory compliance
Represent the voice of the customer in strategic discussions
Oversee daily operations to meet SLAs, KPIs, and cost targets
Drive initiatives to streamline workflows and enhance service delivery
Ensure compliance with all regulatory standards and internal policies
Inspire, coach, and develop a high-performing team of supervisors and representatives
Foster a culture of accountability, learning, and continuous improvement
Collaborate with Sales, Product, and Compliance teams to align service delivery with business goals
Perform other duties as needed to support team and organizational objectives

Skills

Key technologies and capabilities for this role

Customer Experience (CX)Customer Service ManagementTeam LeadershipRegulatory ComplianceSLA ManagementKPI ManagementOperational EfficiencyWorkflow OptimizationCross-functional CollaborationPeople Management

Questions & Answers

Common questions about this position

Is this a remote position or does it require office work?

The role is based in the Abingdon (Oxfordshire) office.

What is the salary range for the Customer Service Manager role?

This information is not specified in the job description.

What qualifications and skills are required for this position?

Candidates need to be educated to degree level or equivalent work experience, with proven experience managing customer service teams in a regulated business, strong background in customer experience strategy, experience with CRM systems, and understanding of regulatory compliance.

What team will the Customer Service Manager oversee?

This is a 2nd line leadership role that oversees a team of approximately 15 employees with 3 direct reports.

What career growth opportunities does Abbott offer?

Abbott provides career development with an international company where you can grow the career you dream of, and is recognized as a great place to work in dozens of countries.

Abbott

Healthcare solutions in diagnostics and devices

About Abbott

Abbott Laboratories focuses on improving health through various medical technologies and health solutions. The company operates in areas such as cardiovascular health, diabetes management, diagnostic testing, nutrition, and neuromodulation for chronic pain and movement disorders. Abbott's products include advanced medical devices and diagnostic tests that help healthcare professionals and patients manage health conditions effectively. For example, their cardiovascular technologies assist in heart health management, while diabetes care products enable accurate glucose monitoring without painful fingersticks. Unlike many competitors, Abbott emphasizes accessibility and affordability in its offerings, aiming to make life-changing technologies available to a broader audience. The company's goal is to positively impact global health and well-being, supported by a commitment to sustainability and a 2030 Sustainability Plan.

Lake Bluff, IllinoisHeadquarters

1888Year Founded

IPOCompany Stage

HealthcareIndustries

10,001+Employees

Risks

Departure of key leader Dr. Adamson may affect Abbott's Heart Failure division.

Integration challenges with Medtronic could impact glucose monitor-insulin pump rollout.

Thermo Fisher's microfluidics expansion may increase competition for Abbott.

Differentiation

Abbott integrates continuous glucose monitoring with automated insulin delivery systems.

Abbott's microfluidic devices streamline diagnostic processes efficiently.

Abbott's neuromodulation products target specific nervous system areas for chronic pain relief.

Upsides

Microfluidic technology offers cost-effective solutions in diagnostics.

Strategic partnerships like Abbott-Medtronic enhance product offerings and market reach.

Significant investments indicate strong market confidence in Abbott's healthcare solutions.

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