Customer Services Specialist

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.

The Customer Service Specialist role is based within our Toxicology business unit located at our Abingdon and Loughton offices. The role is primarily responsible for ensuring customers receive an excellent service when making bookings, receiving results 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.

This job description will be reviewed periodically and is subject to change by management.

RESPONSIBILITIES:

You are responsible for providing our customers with the very best service possible. To achieve this you will be expected to:

• Manage and respond to customer queries about our Occupational Health services, ensuring that a high level of customer services is delivered at all times.

• Complete bookings for our Occupational Health services and provide support to our customers booking our services.

• Source resource, open clinics and manage clinic schedules for our Occupational Health services, as requested by our customers.

• Liaise with third party suppliers who provide some services to our customers on behalf of Abbott to ensure smooth running of clinics.

• Issue results to our customers from Occupational Health services delivered by third party suppliers.

• Work methodically to ensure that standard operating procedures are followed, and that workload is prioritised appropriately to meet agreed SLAs and KPIs.

• Complete general administrative tasks, as required.

• Undertake additional duties/tasks when requested by your line manager.

BASIC QUALIFICATIONS | EDUCATION:

• Educated to National standards

• Previous experience within an administrative role and/or a customer services role

• Excellent verbal, written and communication skills

• IT literate with a good working knowledge of Word, Excel & Outlook

• Experience of working for a service provider in a related field s preferred.

COMPETENCIES:

• 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.