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Customer Service Team Lead
2 months ago
At Abbott, we are seeking a highly skilled Customer Service Supervisor to join our Abbott Healthcare Connections Team. 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 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-do attitude to both their internal and external customers day to day.
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.
Abbott is an equal opportunity employer and welcomes diversity in our workforce.
