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For Companies At a Glance
- Tasks: Lead a dynamic customer service team to deliver exceptional experiences and drive service excellence.
- Company: Join Boston Scientific, a leader in medical innovation with a caring mission.
- Benefits: Enjoy hybrid working, mentoring, and opportunities for professional growth.
- Why this job: Make a real impact in healthcare while developing your leadership skills.
- Qualifications: 5+ years in customer care leadership, strong problem-solving, and communication skills.
- Other info: Be part of a diverse team committed to advancing science for life.
The predicted salary is between 36000 - 60000 ÂŁ per year.
Additional Locations: United Kingdom-Hemel Hempstead
Diversity - Innovation - Caring - Global Collaboration - Winning Spirit - High Performance
At Boston Scientific, we’ll give you the opportunity to harness all that’s within you by working in teams of diverse and high‑performing employees, tackling some of the most important health industry challenges. With access to the latest tools, information and training, we’ll help you in advancing your skills and career. Here, you’ll be supported in progressing – whatever your ambitions.
About The Role
The Customer Excellence Manager for the UK & Ireland plays a pivotal role in enabling Boston Scientific’s mission to advance science for life. This leader ensures that every customer interaction embodies our commitment to Quality, Integrity, Collaboration, and Meaningful Innovation. The role drives the regional execution of our Customer Excellence strategy by elevating service performance, enhancing customer satisfaction, embedding Voice of Customer (VOC) insights, and championing a disciplined Customer Experience (CX) mindset across the UK & Ireland organisation. This full time permanent position is to be based from our office in Hemel Hempstead and offers weekly hybrid working (three days in the office, two days remote).
Your Responsibilities Will Include
- Leadership & People Development
- Lead, motivate, and inspire the customer service team to deliver exceptional customer experiences.
- Set clear team goals and KPIs aligned to service quality, accuracy, responsiveness, and customer satisfaction.
- Recruit, train, onboard, and continuously develop customer service staff.
- Instil a culture of accountability, collaboration, and continuous improvement.
- Coach the team on service excellence, communication, and problem‑solving techniques.
- Customer Service Operations
- Develop and implement customer service policies, procedures, and service standards.
- Ensure accurate and timely execution of order management, fulfilment coordination, and inquiry handling.
- Resolve complex customer complaints and escalated service issues.
- Maintain strong service knowledge to support high‑quality customer interactions.
- Coordinate with Supply Chain, Sales, Finance, Quality and other functions to resolve service‑related issues.
- Performance, Analytics & Reporting
- Monitor, analyse, and report on customer service performance metrics.
- Use VOC insights and customer data to identify trends and drive service improvements.
- Report progress on customer satisfaction, service KPIs, and operational performance.
- Quality, Compliance & Customer Experience
- Ensure adherence to Boston Scientific Quality Systems, SOPs, and regulatory requirements.
- Support complaint investigations and corrective actions.
- Lead CX and VOC initiatives within UK & Ireland, ensuring feedback drives measurable improvements.
- Embed CX discipline, behaviours, and customer‑centric mindset across the Customer Care team.
What Are We Looking For In You
- 5+ years in Customer Care, Customer Service, Order Management, or Customer Operations leadership roles.
- Experience in MedTech, Life Sciences, or Pharma preferred.
- Strong leadership skills with demonstrated ability to lead, develop, and inspire high‑performing teams.
- Excellent problem‑solving and conflict‑resolution skills.
- Strong knowledge of CRM platforms (e.g., Salesforce) and as well as ERP systems (preferably SAP).
- Experience analysing customer data and implementing service improvements.
- Can manage high‑pressure situations and escalations with composure.
- Strong interpersonal, communication, and cross‑functional collaboration skills.
- Knowledge of customer service best practices and industry standards.
What We Can Offer To You
- Experience in a ground‑breaking multinational company with attractive benefits.
- Upskilling.
- Mentoring.
- A company with a purposeful mission.
- A permanent position.
- Hybrid working.
Application closing date: Sunday 8th February
Requisition ID: 621659
As a leader in medical science for more than 40 years, we are committed to solving the challenges that matter most – united by a deep caring for human life. Our mission to advance science for life is about transforming lives through innovative medical solutions that improve patient lives, create value for our customers, and support our employees and the communities in which we operate. Now more than ever, we have a responsibility to apply those values to everything we do – as a global business and as a global corporate citizen. So, choosing a career with Boston Scientific (NYSE: BSX) isn’t just business, it’s personal. And if you’re a natural problem‑solver with the imagination, determination, and spirit to make a meaningful difference to people worldwide, we encourage you to apply and look forward to connecting with you!
Customer Excellence Manager (Customer Care), UK & Ireland employer: Boston Scientific
Contact Detail:
Boston Scientific Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Excellence Manager (Customer Care), UK & Ireland
✨Tip Number 1
Network like a pro! Reach out to current or former employees at Boston Scientific on LinkedIn. A friendly chat can give you insider info and maybe even a referral, which can really boost your chances.
✨Tip Number 2
Prepare for the interview by diving deep into Boston Scientific’s mission and values. Show how your experience aligns with their commitment to quality and customer excellence. We want to see that passion!
✨Tip Number 3
Practice your problem-solving skills! Think of examples from your past roles where you’ve tackled tough customer issues. Being able to demonstrate your conflict-resolution skills will set you apart.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you’re serious about joining the team at Boston Scientific.
We think you need these skills to ace Customer Excellence Manager (Customer Care), UK & Ireland
Some tips for your application 🫡
Show Your Passion: When writing your application, let your enthusiasm for customer excellence shine through. We want to see how much you care about delivering exceptional service and how that aligns with our mission at Boston Scientific.
Tailor Your Experience: Make sure to highlight your relevant experience in customer care and leadership roles. We’re looking for specific examples of how you've led teams and improved customer satisfaction, so don’t hold back on the details!
Be Authentic: We value authenticity, so be yourself in your application. Share your unique perspective and how your personal values align with our commitment to quality and collaboration. It’s all about finding the right fit!
Apply Through Our Website: For the best chance of success, make sure to apply directly through our website. This way, we can easily track your application and ensure it gets the attention it deserves. We can’t wait to hear from you!
How to prepare for a job interview at Boston Scientific
✨Know Your Customer Excellence
Familiarise yourself with Boston Scientific's commitment to Quality, Integrity, and Customer Experience. Be ready to discuss how you can embody these values in your role as a Customer Excellence Manager. Think of specific examples from your past experiences that demonstrate your alignment with their mission.
✨Showcase Leadership Skills
Prepare to talk about your leadership style and how you've motivated teams in the past. Highlight instances where you've set clear goals and KPIs, and how you’ve instilled a culture of accountability and continuous improvement. This is your chance to shine as a leader!
✨Be Data-Driven
Since the role involves monitoring customer service performance metrics, come prepared with examples of how you've used data to drive service improvements. Discuss any experience you have with CRM platforms like Salesforce or ERP systems like SAP, and how you've leveraged customer insights to enhance satisfaction.
✨Prepare for Problem-Solving Scenarios
Expect to face questions about handling complex customer complaints and escalated issues. Think through some challenging situations you've encountered and how you resolved them. Demonstrating your problem-solving skills will show that you can manage high-pressure situations with composure.
