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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 improving lives globally.
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
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 in Hemel Hempstead 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 in Hemel Hempstead
✨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 us how your experience aligns with their commitment to quality and customer excellence. We love candidates who resonate with our purpose!
✨Tip Number 3
Practice your problem-solving skills! Think of real-life examples where you’ve tackled customer issues effectively. We want to see how you handle pressure and resolve conflicts with ease.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can leave a lasting impression. It shows your enthusiasm for the role and keeps you fresh in our minds as we make decisions.
We think you need these skills to ace Customer Excellence Manager (Customer Care), UK & Ireland in Hemel Hempstead
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Customer Excellence Manager role. Highlight your relevant experience in customer care and leadership, and show how you embody the values of Quality, Integrity, and Collaboration that Boston Scientific stands for.
Showcase Your Achievements: Don’t just list your responsibilities; share specific examples of how you've improved customer satisfaction or led a team to success. Use metrics where possible to demonstrate your impact – numbers speak volumes!
Be Authentic: Let your personality shine through in your application. Boston Scientific values a winning spirit and a caring attitude, so don’t be afraid to express your passion for customer service and how you can contribute to their mission.
Apply Through Our Website: We encourage you to apply directly through our website for the best chance of being noticed. It’s the easiest way for us to keep track of your application and ensure it gets into the right hands!
How to prepare for a job interview at Boston Scientific
✨Know Your Customer Excellence
Before the interview, dive deep into Boston Scientific's Customer Excellence strategy. Understand their commitment to Quality, Integrity, and Collaboration. Be ready to discuss how your experience aligns with these values and how you can elevate customer satisfaction.
✨Showcase Leadership Skills
Prepare examples that highlight your leadership abilities. Think of times when you've motivated a team or resolved conflicts effectively. This role is all about inspiring others, so be ready to share your approach to coaching and developing high-performing teams.
✨Familiarise Yourself with Metrics
Brush up on key performance metrics related to customer service. Be prepared to discuss how you've used data to drive improvements in past roles. Knowing how to analyse customer feedback and implement changes will show you're ready to take on this pivotal role.
✨Emphasise Problem-Solving Skills
Expect questions around handling complex customer complaints and escalations. Prepare specific examples where you've successfully navigated high-pressure situations. Highlight your problem-solving techniques and how they led to positive outcomes for customers.
