Customer Service Supervisor

at  Abbott Laboratories

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 position of Customer Service Supervisor is within 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. The role will ensure the highest standards of training and performance are delivered to produce a first calls service experience. Your team will deal with calls and emails related to booking and co-ordination of AHCC collections at our clinics Nationwide.

REQUIRED EXPERIENCE/QUALIFICATIONS

• 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.
  An equal opportunity employer, Abbott welcomes and encourages diversity in
  our workforce.

• Maintain compliance requirements ensuring that staff are trained and competent in their role and following organizational standards and requirements.
• Ensuring 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 to attitude to both their internal and external customers day to day.
• Additional duties/tasks as detailed by the Customer Service Manager Bookings Manager.