Customer Services Specialist
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.
The OH Customer Service Specialist role is based within our Toxicology business unit located at our Abingdon office. The role is primarily responsible for ensuring customers receive an excellent service when making bookings and responding to queries for our Occupational Health business.This role requires you to work in line within standard operating procedures and ensuring all KPIs are achieved. The work you perform as part of this role, impacts on our customer experience and will assist to maximise the operational efficiency and effectiveness of Customer Operations.
Are you passionate about delivering outstanding customer experiences? Do you thrive in a fast-paced environment where every interaction matters? If so, we want you on our team.
As a Customer Services Specialist, you’ll be the first point of contact for our customers, providing expert support, resolving queries with confidence, and ensuring every interaction reflects our commitment to excellence. You’ll be part of a high-performing team that lives and breathes our “Right First Time” ethos, working together to exceed expectations and build lasting customer trust.
This job description will be reviewed periodically and is subject to change.
RESPONSIBILITIES:
Customer Support: Responding to customer queries via phone and email with professionalism, empathy, and a commitment to delivering an outstanding experience.
Service Bookings: Managing and completing bookings for our Occupational Health services, while guiding customers through the process with clarity and care.
Clinic Coordination: Opening and managing clinic schedules, sourcing resources, and ensuring appointments are set up accurately and efficiently.Supplier Collaboration: Liaising with trusted third-party providers to ensure clinics run smoothly and services are delivered on time.
Internal Liaison: Acting as a vital link between our customers and internal teams—such as Clinical and Laboratory—ensuring clear communication and timely resolution of queries.
Process Excellence: Following standard operating procedures meticulously, prioritising tasks effectively, and meeting service level agreements (SLAs) and key performance indicators (KPIs).
Administrative Support: Carrying out general admin tasks to keep everything running behind the scenes.Team Contribution: Taking on additional tasks as needed to support the wider goals of the team and business.
EXPERIENCE | EDUCATION:
- Eduated to national standards
- Excellent written and oral communication skills
- Previous experience within a customer servies 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
COMPETENCIES:
- Customer Obsessed - You will focus on delivering exceptional service promptly, always prioritising customer needs and exceeding their expectations.
- Pioneering - Ability to work with your line manager and the wider business to support with Continuous Improvement projects.
- Achieving - Ensuring that you always work with the objective of meeting all measurable KPIs.
- Caring - Supporting customers and colleagues to achieve the desired outcomes for our customers.
- Enduring - Ensuring that current, or changes to any process ensure the long-term success of customer services 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.