Customer Services Supervisor

Job Description:

JOB DESCRIPTION:

At Abbott Healthcare Connections, part of Abbott Rapid Diagnostics, we provide Occupational Health services and bring together expert teams and innovative technologies to support workplace health and safety. Through advanced testing and health monitoring solutions, we provide critical insights that help employers manage employee well-being, detect potential health risks, and promote safer, more productive work environments.

Are you passionate about delivering exceptional customer experiences and leading high-performing teams? We're looking for an Occupational Health Customer Services Supervisor to join our Abingdon site and play a key role in shaping the success of our Occupational Health business.

In this role, you will:

* 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.

Our Occupational Health Customer Services team supports a wide range of services, including medicals, health surveillance, wellbeing programs, and vaccinations. You'll be at the heart of ensuring these services run seamlessly for our customers.

This is a dynamic role where you'll make a real impact, supporting operational improvements, contributing to customer review meetings, and collaborating across teams to enhance service delivery.

This job description will be reviewed periodically and is subject to change.
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.

EXPERIENCE | EDUCATION:
* Educated to A Level or equivalent
* 5+ years of supervising or managing a Customer Service team.
* Advanced Microsoft Office skills including Word, Excel, Power Point & Outlook.
* Experience of working within a scientific/Occupational Health, clinical or medical environment is desirable
* Experience of using other tools such as Salesforce and PowerBI is desirable

COMPETENCIES:
* Pioneering - 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 - Communicating effectively ensuring our external and internal customers receive the right information at the required point to make informed and appropriate decisions which support the business goals.

* Caring - Supporting customers and colleagues to achieve the desired outcomes keeping business needs in mind within the decision-making process. Understand the impact of the actions taken or omissions made within your role and how these affect others both internally and externally.
* Enduring - Ensuring current or changes to any process result in the long term success of our Occupational Health business, and retain and grow our customer base.

An equal opportunity employer, Abbott welcomes and encourages diversity in our workforce.

We provide reasonable adjustments to qualified individuals with disabilities. To request a reasonable adjustment, please speak to your line manager or HR contact.

The base pay for this position is N/A
In specific locations, the pay range may vary from the range posted.

JOB FAMILY:
Customer Service

DIVISION:
TOX ARDx Toxicology

LOCATION:
United Kingdom > Abingdon : 21 Blacklands Way

ADDITIONAL LOCATIONS:

WORK SHIFT:
Standard

TRAVEL:
No

MEDICAL SURVEILLANCE:
Not Applicable

SIGNIFICANT WORK ACTIVITIES:
Not Applicable