Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Lead a dynamic customer service team to enhance customer experiences and drive service excellence.
- Company: Join Boston Scientific, a global leader in medical innovation and inclusivity.
- 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 with strong problem-solving abilities.
- Other info: Be part of a mission-driven company that values diversity and collaboration.
The predicted salary is between 36000 - 60000 ÂŁ per year.
This job is with Boston Scientific, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community.
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.
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.
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: myGwork - LGBTQ+ Business Community
Contact Detail:
myGwork - LGBTQ+ Business Community 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 practising common questions related to customer service and leadership. Think about how you can showcase your experience in MedTech or similar fields, as that’s a big plus for this role.
✨Tip Number 3
Show your passion for customer excellence! During interviews, share specific examples of how you've improved customer satisfaction or resolved complex issues. This will demonstrate your commitment to the role.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. 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 🫡
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 diversity and innovation, so don’t be afraid to share what makes you unique and how you can contribute to their mission of advancing science for life.
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 to the right people!
How to prepare for a job interview at myGwork - LGBTQ+ Business Community
✨Know Your Customer Excellence
Familiarise yourself with Boston Scientific's commitment to customer excellence. Understand their values around Quality, Integrity, and Collaboration, and be ready to discuss how you can embody these in your role as a Customer Excellence Manager.
✨Showcase Your Leadership Skills
Prepare examples of how you've led and inspired teams in the past. Highlight specific instances where you've set clear goals, developed team members, or instilled a culture of accountability and continuous improvement.
✨Be Data-Driven
Brush up on your knowledge of customer service metrics and analytics. Be prepared to discuss how you've used data to identify trends and drive service improvements in previous roles, especially in high-pressure situations.
✨Demonstrate Problem-Solving Prowess
Think of complex customer complaints or escalated issues you've resolved. Be ready to walk through your thought process and the steps you took to ensure customer satisfaction, showcasing your conflict-resolution skills.
