Customer Service Team Lead

1 day ago

Loughton, Shropshire, United Kingdom Abbott Full time
{"title": "Customer Service Supervisor", "description": "

At Abbott, we're committed to delivering exceptional customer service and support to our clients. As a Customer Service Supervisor, you'll play a key role in leading a team of customer service representatives to ensure that our clients receive the highest level of service and support.



Key Responsibilities:

  • Maintain compliance requirements and ensure that staff are trained and competent in their role.
  • Ensure that customer bookings into our IT system are correct and completed within agreed service levels and delivery requirements.
  • Identify training gaps and opportunities for continuous improvement.
  • Drive the team to demonstrate the highest standards of call handling and written communication.
  • Support the team by handling calls and arranging customer testing bookings.
  • Coordinate the team to ensure that we meet our customer requirement for a '24hr emergency response' drug and alcohol.
  • Oversee and investigate customer complaints, implementing rectification actions.
  • Work closely with all Bookings Teams Supervisors to share best practice ideas for consistency KPI achievement.
  • Ensure that the team reflects a professional, positive attitude to both internal and external customers.



Requirements:

  • Excellent verbal, written, and communication skills.
  • Previous experience in a customer service office-based role.
  • IT literate and an intermediate skill in Word, Excel & Outlook.
  • A self-motivated, organized, positive individual with a flexible approach to work.



About 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. You will have access to career development, a company recognized as a great place to work, and a company that is recognized as one of the best big companies to work for as well as a best place to work for diversity, working mothers, female executives, and scientists.

"}

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