Customer Service Manager - Toxicology

Abbott; Abingdon; On-site; GBP 45,000 - 60,000; Full time

Job summary

A multinational healthcare leader in Abingdon is seeking a Customer Service Manager to lead the customer services function, ensuring exceptional customer experiences. This role involves managing a team of approximately 15 employees, driving efficiency while focusing on compliance and customer satisfaction. The ideal candidate will have strong leadership skills and a background in customer service strategy. The position supports a culture of accountability and continuous improvement.

Benefits

Career development opportunities

Recognition as a great place to work

Diversity initiatives

Qualifications

• Proven experience managing customer service teams.
• Strong background in customer experience strategies.
• Understanding of regulatory compliance in operations.

Responsibilities

• Lead and execute Customer Experience strategies.
• Champion customer-first initiatives.
• Oversee daily operations to meet KPIs.

Skills

Customer experience strategy

Team leadership

CRM systems

Regulatory compliance

Education

Degree level education or equivalent experience

Job description

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.

Qualifications

• 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.

The Opportunity

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. 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.

Benefits

• 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.