Customer Services Supervisor at Abbott

Abingdon, England, United Kingdom

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Not SpecifiedCompensation

Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

Healthcare, Occupational HealthIndustries

Requirements

Educated to A Level or equivalent
5+ years of supervising or managing a Customer Service team
Advanced Microsoft Office skills including Word, Excel, PowerPoint & Outlook
Experience of working within a scientific/Occupational Health, clinical or medical environment (desirable)
Experience of using tools such as Salesforce and PowerBI (desirable)
Pioneering competency: Continually work with the business to support and review processes within the Occupational Health Customer Services Team, discussing and implementing improvements as agreed with the Service Performance Manager
Achieving competency: Communicating effectively ensuring our external and internal customers

Responsibilities

Team Leadership & Performance Management: Supervise and support the Customer Services team to maintain high performance, engagement, and compliance with company standards
Operational Oversight: Manage day-to-day operations related to customer queries and bookings for Occupational Health services, ensuring timely and accurate responses
Resource Planning: Ensure adequate staffing and coverage across all customer-facing functions, particularly during peak periods and staff absences
Training and Development: Deliver and coordinate training for team members, maintain up-to-date training records and matrices, and ensure all staff are competent in their roles
Process Improvement: Regularly review and refine team processes to enhance efficiency and service quality. Maintain accurate and current Standard Operating Procedures (SOPs)
Quality Assurance: Monitor phone and email interactions to assess service quality, providing feedback and implementing improvements where necessary
Data-Driven Decision Making: Analyse Customer Service performance reports and metrics to identify trends and make actionable recommendations for improvement
Compliance & Support: Assist with change control processes, audit actions, and quality investigations as required by the business
Additional Duties: Undertake any other responsibilities as assigned to support the objectives of the team and wider organisation
Lead and inspire a dedicated Customer Services team, ensuring smooth day-to-day operations and empowering colleagues to achieve their best
Drive performance by monitoring KPIs, resolving challenges, and maintaining a culture of excellence in customer service
Develop talent through high-quality training and coaching, building a strong, knowledgeable team that consistently delivers outstanding results
Champion customer experience, ensuring every interaction, whether a query, booking, or escalation, is handled professionally, efficiently, and with care
Support operational improvements, contribute to customer review meetings, and collaborate across teams to enhance service delivery

Skills

Key technologies and capabilities for this role

Team LeadershipPerformance ManagementCustomer ServiceKPI MonitoringTrainingCoachingOccupational HealthHealth Surveillance

Questions & Answers

Common questions about this position

Is this a full-time position?

Yes, this is a full-time employment opportunity.

Is this role remote or office-based?

The role is based at the Abingdon site.

What key skills are needed for the Customer Services Supervisor role?

Key skills include team leadership, performance management, operational oversight, training and development, process improvement, quality assurance, and data-driven decision making.

What is the company culture like at Abbott Healthcare Connections?

The culture emphasizes delivering exceptional customer experiences, leading high-performing teams, maintaining excellence in customer service, and empowering colleagues through training and coaching.

What makes a strong candidate for this supervisor position?

Passion for delivering exceptional customer experiences and leading high-performing teams, along with experience in team supervision, performance monitoring, training, process improvement, and data analysis.

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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