Customer Service Team Lead
4 weeks ago
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.
Job SummaryThe Customer Service Supervisor is a key member of our Abbott Healthcare Connections Team with our Rapid Diagnostics business based in Loughton, Essex. This role will be responsible for the day-to-day supervision of a team taking bookings, processing, and providing results and associated support and services to our clients.
Key Responsibilities- Maintain compliance requirements, ensuring that staff are trained and competent in their role and following organizational standards and requirements.
- Ensure that customer bookings into the IT system are correct and completed within agreed service levels and delivery requirements.
- Identify training gaps/opportunities/enhancements and continually review for continuous improvement.
- Ensure resources are appropriate to meet the work requirement, actively working with Clinical leadership to drive knowledge, skills, and results.
- Drive the team to demonstrate the highest standards of call handling and written communication, ensuring all customer enquiries are dealt with a consistently high standard.
- Support the team by handling calls and arranging customer testing bookings.
- Demonstrate a 'Right first time' attitude and develop and maintain this with the team.
- Coordinate the team to ensure that we meet our customer requirement for a '24hr emergency response' drug and alcohol.
- Oversee and AHCC Bookings Team customer complaints, investigating the issue and implementing rectification actions.
- Work closely with all Bookings Teams Supervisors to share best practice ideas for consistency KPI achievement.
- To complete team quality assessment on emails/calls and feedback to the team and drive continual improvement.
- Ensure that the team reflect a professional, positive, can-to-attitude to both their internal and external customers day-to-day.
- 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.
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 with an international company where you can grow the career you dream of.
- A company recognized as a great place to work in dozens of countries around the world and named one of the most admired companies in the world by Fortune.
- 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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