Customer Service Manager - Toxicology

Abbott Laboratories; Abingdon; On-site; GBP 40,000 - 60,000; Full time

Job summary

A global healthcare leader in Abingdon is looking for a Customer Service Manager to oversee the customer service function. The role involves leading a team to enhance customer satisfaction and operational efficiency while ensuring compliance with industry regulations. Successful candidates will have experience in managing customer service teams and implementing customer experience strategies. This leadership position offers opportunities for professional growth and development.

Benefits

Career development opportunities

Recognition as a great workplace

Supportive culture for diversity and well-being

Qualifications

• Proven experience in managing customer service teams in a regulated, service-based business.
• Strong background in customer experience strategy and execution.
• Demonstrated ability to lead and inspire teams to deliver exceptional service.

Responsibilities

• Lead and execute Customer Experience (CX) strategies.
• Champion a customer-first mindset while ensuring operational discipline.
• Represent the voice of the customer in strategic discussions.

Skills

Leadership

Customer Experience Strategy

Team Management

Regulatory Compliance

CRM Systems

Education

Degree or equivalent work experience

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

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.

Our Toxicology Business, part of Abbott Rapid Diagnostics, is currently recruiting for a Customer Service Manager. The role would be based in our Abingdon (Oxfordshire) office.

As Customer Service Manager, you will lead the customer services function, ensuring exceptional customer experiences while driving operational efficiency and supporting commercial performance. This role requires a strategic leader who can balance customer‑centric initiatives with cost‑effective processes and compliance, influencing cross‑functional projects to deliver measurable improvements in satisfaction, loyalty, and sustainable business growth.

This is a 2nd line leadership role that oversees a team of approximately 15 employees with 3 direct reports.

What You’ll Do

• Lead and execute Customer Experience (CX) strategies to elevate service quality and satisfaction.
• Champion a customer‑first mindset while ensuring operational discipline and regulatory compliance.
• Represent the voice of the customer in strategic discussions.
• Oversee daily operations to meet SLAs, KPIs, and cost targets.
• Drive initiatives to streamline workflows and enhance service delivery.
• Ensure compliance with all regulatory standards and internal policies.
• Inspire, coach, and develop a high‑performing team of supervisors and representatives.
• Foster a culture of accountability, learning, and continuous improvement.
• Collaborate with Sales, Product, and Compliance teams to align service delivery with business goals.
• Perform other duties as needed to support team and organizational objectives.

Required qualifications/Profile

• Educated to degree level or equivalent work experience.
• Proven experience in managing customer service teams in a regulated, service‑based business.
• Lead and motivate teams to achieve excellence.
• Strong background in customer experience strategy and execution.
• Demonstrated ability to lead and inspire teams to deliver exceptional service.
• Experience with CRM systems and customer service technologies.
• Understanding of regulatory compliance in customer operations.

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.