Complaints Manager (Customer Operations - Healthcare)

Abbott; Abingdon; On-site; GBP 60,000 - 80,000; Full time

Job summary

A global healthcare leader is seeking a Complaint Management Specialist in Abingdon, UK. This role involves managing service complaints, designing improvements for service quality, and collaborating with teams to enhance customer experience. Strong qualifications include a degree in a relevant field and experience in complaint management. Ideal candidates will possess advanced IT skills, particularly with Microsoft tools and PowerBI. This position supports a commitment to safer health outcomes and promotes career development within a recognized company.

Benefits

Career development with an international company

Recognition as a great place to work

Qualifications

• Proven track record of delivering process and change management initiatives.
• Experience in complaint management, ideally within a regulated sector.
• Results-driven mindset with strong analytical skills.

Responsibilities

• Manage the end-to-end process of service complaints and ensure timely resolution.
• Design and implement long-term solutions for service quality improvement.
• Collaborate with cross-functional teams to embed best practices.

Skills

Strong IT proficiency

Advanced experience with Microsoft Project, Word, Excel, and Outlook

Creating PowerBI dashboards

Statistical analysis

Exceptional verbal and written communication skills

Advanced analytical skills

Project management skills

Ability to lead improvement workshops

Education

Degree in a relevant field such as healthcare, science, engineering or business improvement

Tools

PowerBI

Job description

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.

The Opportunity

At Abbott Toxicology, a part of Abbott’s Diagnostics family of businesses. We bring together dedicated experts and advanced technologies to support toxicology testing services across a wide range of industry sectors globally. Delivering critical insights that aid in the detection, treatment, and management of substance use and exposure. Our mission is to provide reliable, timely, and actionable information that supports safer and healthier outcomes for individuals and communities.

What You’ll Do

• Manage the end-to-end process of service complaints, ensuring timely and effective resolution. Analyse complaint trends and error logs to identify patterns and root causes.
• Design and implement long-term solutions to improve service quality and customer experience.
• Lead continuous improvement initiatives across processes, systems, and customer touchpoints using actionable insights.
• Collaborate with cross-functional teams in the UK and internationally to embed best practices.
• Monitor and report complaint trends and improvement outcomes to senior leadership.
• Maintain and update Standard Operating Procedures (SOPs) for Complaint Management, deliver training on changes, and liaise with the Global Complaints Team.

Required qualifications/Profile

• Degree (or equivalent) in a relevant field such as health care, science, engineering or business improvement.
• Proven track record of successfully delivering process and change management initiatives on time and meeting internal/external customer expectations.
• Strong IT proficiency, including advanced experience with Microsoft Project, Word, Excel, and Outlook.
• Proficient in creating PowerBI dashboards and experience with statistical analysis
• Proven experience in complaint management, ideally within a regulated sector.
• Ability to design, facilitate, and lead improvement workshops with diverse business stakeholders.
• A results-driven “completer-finisher” mindset
• Exceptional verbal and written communication skills
• Advanced analytical, project, and product management skills,

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. 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.

Connect with us at www.abbott.com, on Facebook at www.facebook.com/Abbott and on Twitter @AbbottNews and @AbbottGlobal.

The base pay for this position is

N/A

In specific locations, the pay range may vary from the range posted.

JOB FAMILY: Project Management
DIVISION: TOX ARDx Toxicology
LOCATION: United Kingdom > Abingdon : 21 Blacklands Way
ADDITIONAL LOCATIONS:
WORK SHIFT: Standard
TRAVEL: Yes, 5 % of the Time
MEDICAL SURVEILLANCE: No
SIGNIFICANT WORK ACTIVITIES: Keyboard use (greater or equal to 50% of the workday)