Customer Services Specialist at Abbott

Abingdon, England, United Kingdom

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Not SpecifiedCompensation

Entry Level & New GradExperience Level

Full TimeJob Type

UnknownVisa

Healthcare, Diagnostics, Occupational HealthIndustries

Requirements

Educated to national standards
Excellent written and oral communication skills
Previous experience within a customer services role is desirable
IT literate with a good working knowledge of Word, Excel & Outlook
Experience with Salesforce is desirable
Experience of working for a service provider in a related field is preferable
Strong problem solving skills
Ability to prioritise workload to meet deadlines
Be customer and quality focused
Customer Obsessed - focus on delivering exceptional service promptly, prioritising customer needs and exceeding expectations
Pioneering - ability to work with line manager and wider business to support Continuous Improvement projects
Achieving - work with objective of meeting all measurable KPIs
Caring - supporting customers and colleagues to achieve desired outcomes
Enduring - ensuring processes ensure long-term success of customer services and retain/grow customer base

Responsibilities

Responding to customer queries via phone and email with professionalism, empathy, and commitment to outstanding experience
Managing and completing bookings for Occupational Health services, guiding customers through the process with clarity and care
Opening and managing clinic schedules, sourcing resources, and ensuring appointments are set up accurately and efficiently
Liaising with trusted third-party providers to ensure clinics run smoothly and services are delivered on time
Acting as a vital link between customers and internal teams (e.g., Clinical and Laboratory), ensuring clear communication and timely resolution of queries
Following standard operating procedures meticulously, prioritising tasks effectively, and meeting service level agreements (SLAs) and key performance indicators (KPIs)
Carrying out general admin tasks to keep operations running
Taking on additional tasks as needed to support wider team and business goals

Skills

Key technologies and capabilities for this role

Customer ServicePhone SupportEmail CommunicationBooking ManagementQuery ResolutionOccupational HealthKPIsStandard Operating Procedures

Questions & Answers

Common questions about this position

Is this a full-time position?

Yes, this is a full-time employment opportunity.

Where is this role located?

The role is based at the Abingdon office.

What skills are required for this Customer Services Specialist role?

Candidates need to be educated to national standards and have excellent written and oral communication skills, along with previous experience in a similar role.

What is the company culture like for this team?

The team is high-performing, lives by a 'Right First Time' ethos, and thrives in a fast-paced environment focused on outstanding customer experiences and exceeding expectations.

What makes a strong candidate for this position?

A strong candidate is passionate about delivering outstanding customer experiences, thrives in a fast-paced environment, and has excellent communication skills with previous experience.

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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