Customer Services Advisor

Abbott; England; On-site; GBP 10,000 - 40,000; Full time

Job summary

A leading diagnostics company is seeking a dedicated Customer Services Advisor to provide exceptional support in a fast-paced environment. The role involves managing customer inquiries, processing orders, and ensuring a high standard of service. Ideal candidates will have a degree or equivalent experience and strong communication skills. You will also need to handle multiple tasks and demonstrate a genuine passion for helping customers. This position offers full-time employment with a supportive team.

Qualifications

• Previous experience in a customer service or contact centre environment preferred.
• A genuine passion for helping people and solving problems.

Responsibilities

• Manage priority response services including Emergency Call-Out.
• Process customer orders and track shipments.
• Manage and respond to customer enquiries from various channels.

Skills

Strong communication skills

Confident using technology

Ability to stay calm under pressure

Good working knowledge of Microsoft applications

Experience in Salesforce

Experience in Sage

Education

Educated to degree level or equivalent work experience

Job description

JOB DESCRIPTION :

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.

As a Customer Services Advisor you will be at the forefront of delivering outstanding customer experience in a dynamic and fast‑paced environment. Your primary focus will be to ensure that every customer interaction is handled with the utmost care and professionalism, embodying our Right First Time approach. You will work within a talented team dedicated to exceeding customer expectations, resolving issues promptly and providing accurate information. Your ability to make quick decisions and solve problems efficiently will be crucial in maintaining high levels of customer satisfaction and loyalty.

This job description will be reviewed periodically and is subject to change by management.

RESPONSIBILITIES

• This position follows a rotating shift schedule working Monday to Friday from either 6:00 am to 2:00 pm or 2:00 pm to 10:00 pm. In addition the role includes on‑call responsibilities outside of standard working hours.
• Manage our priority response services including Emergency Call‑Out and Chemist‑on‑Call.
• Process customer orders, track shipments and manage any returns.
• Manage and respond to customer enquiries from various channels in a timely, professional and caring manner from a wide range of international customers.
• Complete general administrative tasks associated with delivering our services.
• Always ensure compliance with regulatory and internal standards.
• Any other duties as assigned to support the overall objectives of the team and organisation.

QUALIFICATIONS

• Educated to degree level or equivalent work experience.
• Previous experience in a customer service or contact centre environment (preferred but not essential).
• Strong communication skills, both written and verbal.
• Confident using technology and customer service systems.
• Ability to stay calm under pressure and manage multiple tasks effectively.
• A genuine passion for helping people and solving problems.
• Good working knowledge of Microsoft applications.
• Experience in Salesforce and Sage is advantageous.

COMPETENCIES

• Customer Obsessed: You will focus on delivering exceptional service promptly, always prioritising customer needs and exceeding their expectations.
• Pioneering: Continually seek to improve processes to enhance customer experience, collaborating with the wider business.
• Achieving: Communicate effectively to ensure customers receive timely and accurate information.
• Caring: Support our customers and colleagues to achieve positive outcomes, considering the impact of actions and decisions on all stakeholders.
• Enduring: Champion implement and maintain processes that ensure long‑term success and growth of the customer base.

EMPLOYMENT DETAILS

• Job family: Customer Service
• Division: TOX ARDx Toxicology
• Location: United Kingdom
• Abingdon address: 21 Blacklands Way
• Additional locations: Not specified
• Work shift: Standard
• Travel: Not specified
• Medical surveillance: Not applicable
• Significant work activities: Not applicable
• Required experience: Unclear seniority
• Key skills: Channel Marketing, Accounting Tally, CSS, Corporate Risk Management, Hibernate, Brokerage
• Employment type: Full‑time
• Experience: Years (unspecified)
• Vacancy: 1

PAYMENT

The base pay for this position is N/A.

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

An equal‑opportunity employer, Abbott welcomes and encourages diversity in our workforce. We provide reasonable adjustments to qualified individuals with disabilities. To request a reasonable adjustment please speak to your line manager or HR contact.