H2h Operations Advisor

4 weeks ago

Sittingbourne, United Kingdom Abbott Laboratories Full time

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.

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.

The Opportunity

This position works out of our Maidenhead location in the ANI division. Our nutrition business develops science-based nutrition products for people of all ages, from helping babies and children grow, to keeping adult bodies strong and active. Millions of people around the world count on our leading brands - including Similac®, PediaSure®, Pedialyte®, Ensure®, Glucerna® and ZonePerfect® - to help get the nutrients they need to live their healthiest life.

As the H2H Operations Manager you will provide H2H Dynamics “super-user” system support for the H2H department, including report development, issue investigation and supporting continuous improvement solutions. The role will involve overseeing the process and systems tasks of the H2H Administration function in order to deliver an optimal service level of operational and contractual support in H2H.

What You’ll Do
- Managing internal KPI monitoring and reports
- Recording and reporting all overtime and on call activities completed by H2H.
- Assisting with the creation and updating of all H2H Business Operating Procedures.
- Manage the NARF (New product request) process.
- Complete investigations for customer complaints
- Assisting the Senior Operations Advisor with the creation of User Acceptance Test scripts
- Managing all bulk mailings & text service to customers and/ or patients
- Attend and present data at the contract review meetings
- Assist the Trainer in updating policy and procedure documentation;
- Completing internal audits of CRM to ensure data integrity and running weekly data checks
- Main point of contact for questions/clarification regarding policy and procedure

Preferred Qualifications
- Previous experience in a customer service
- Knowledge of Excel with knowledge of pivot tables and advanced formulas.
- Strong customer facing skills
- Excellent ability to influence internal and external stakeholders and build consensus
- Complaint handling experience, both written and verbal
- Strong verbal and written communication skills

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