At a Glance
- Tasks: Provide exceptional customer support and manage service bookings in a fast-paced environment.
- Company: Join Abbott, a global healthcare leader dedicated to improving lives through innovative science.
- Benefits: Career development opportunities, supportive culture, and recognition as a top employer.
- Other info: Be part of a dynamic team focused on excellence and continuous improvement.
- Why this job: Make a real difference by ensuring customers receive outstanding service and support.
- Qualifications: Strong communication skills and previous customer service experience preferred.
The predicted salary is between 26449 - 32327 £ per year.
About Abbott
Abbott is a global healthcare leader, creating breakthrough science to improve people’s health. We’re always looking towards the future, anticipating changes in medical science and technology.
The Opportunity
Abbott Rapid Diagnostics is part of Abbott’s Diagnostics family of businesses, bringing together exceptional teams of experts and industry leading technologies to support diagnostic testing which provides important information for treatment and management of diseases and other conditions. Our Toxicology Business, part of Abbott Rapid Diagnostics, is currently recruiting for an Occupational Health Customer Services Specialist role based in our Abingdon (Oxfordshire) office.
The Occupational Health Customer Services Specialist 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 with standard operating procedures and ensuring all KPIs are achieved. The work you perform as part of this role impacts our customer experience and will assist in maximising the operational efficiency and effectiveness of Customer Operations.
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
- 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.
Values
- 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 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.
Working at Abbott
At Abbott, you can do work that matters, grow, and learn, care for yourself and family, be your true self and live a full life. You will have access to career development with an international company where you can grow the career you dream of. Abbott is recognised as a great place to work in dozens of countries around the world and named one of the most admired companies in the world by Fortune.
Customer Service Specialist employer: Abbott
Abbott is an excellent employer, offering a dynamic work culture in Oxford that fosters professional growth and development. With competitive salaries, private healthcare, and a robust pension scheme, employees are well-supported both personally and professionally. The opportunity to engage in meaningful work while receiving comprehensive training ensures that our team members thrive in their roles and contribute to impactful projects.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Specialist
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Abbott. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Abbott before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Service Specialist
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Abbott:Your cover letter is your chance to shine! Tell us why you want to work at Abbott specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Abbott!
How to prepare for a job interview at Abbott
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
