Customer Services Supervisor

Abbott; Abingdon; On-site; GBP 35,000 - 50,000; Full time

Job summary

A healthcare organization in Abingdon seeks an Occupational Health Customer Services Supervisor to lead a passionate team. Responsibilities include monitoring performance, ensuring compliance, and delivering top-notch customer experiences. The ideal candidate should have 5+ years of supervisory experience and knowledge of Microsoft Office and customer service operations. This position emphasizes continuous improvement and employee development.

Qualifications

• 5+ years of experience supervising or managing a customer service team.
• Experience in a scientific or medical environment is desirable.

Responsibilities

• Lead and inspire the Customer Services team to achieve operational excellence.
• Monitor KPIs and ensure compliance with company standards.
• Deliver and coordinate training to team members.

Skills

Customer service supervision

Process improvement

Data analysis

Team leadership

Operational oversight

Education

A Level or equivalent

Tools

Microsoft Office

Salesforce

PowerBI

Job description

At Abbott Healthcare Connections, part of Abbott Rapid Diagnostics, we provide Occupational Health services and bring together expert teams and innovative technologies to support workplace health and safety. Through advanced testing and health monitoring solutions, we provide critical insights that help employers manage employee well‑being, detect potential health risks, and promote safer, more productive work environments.

Are you passionate about delivering exceptional customer experiences and leading high‑performing teams? We’re looking for an Occupational Health Customer Services Supervisor to join our Abingdon site and play a key role in shaping the success of our Occupational Health business. In this role, you will:

Responsibilities

• Lead and inspire a dedicated Customer Services team, ensuring smooth day‑to‑day operations and empowering colleagues to achieve their best.
• Drive performance by monitoring KPIs, resolving challenges, and maintaining a culture of excellence in customer service.
• Develop talent through high‑quality training and coaching, building a strong, knowledgeable team that consistently delivers outstanding results.
• Champion customer experience, ensuring every interaction, whether a query, booking, or escalation, is handled professionally, efficiently, and with care.
• Team Leadership & Performance Management – Supervise and support the Customer Services team to maintain high performance, engagement, and compliance with company standards.
• Operational Oversight – Manage day‑to‑day operations related to customer queries and bookings for Occupational Health services, ensuring timely and accurate responses.
• Resource Planning – Ensure adequate staffing and coverage across all customer‑facing functions, particularly during peak periods and staff absences.
• Training and Development – Deliver and coordinate training for team members, maintain up‑to‑date training records and matrices, and ensure all staff are competent in their roles.
• Process Improvement – Regularly review and refine team processes to enhance efficiency and service quality. Maintain accurate and current Standard Operating Procedures (SOPs).
• Quality Assurance – Monitor phone and email interactions to assess service quality, providing feedback and implementing improvements where necessary.
• Data‑Driven Decision Making – Analyse Customer Service performance reports and metrics to identify trends and make actionable recommendations for improvement.
• Compliance & Support – Assist with change control processes, audit actions, and quality investigations as required by the business.
• Additional Duties – Undertake any other responsibilities as assigned to support the objectives of the team and wider organisation.
• Caring – Supporting customers and colleagues to achieve the desired outcomes keeping business needs in mind within the decision‑making process. Understand the impact of the actions taken or omissions made within your role and how these affect others both internally and externally.
• Enduring – Ensuring current or changes to any process result in the long‑term success of our Occupational Health business, and retain and grow our customer base.

Qualifications

• Educated to A Level or equivalent.
• 5+ years of supervising or managing a Customer Service team.
• Advanced Microsoft Office skills including Word, Excel, PowerPoint & Outlook.
• Experience of working within a scientific/Occupational Health, clinical or medical environment is desirable.
• Experience of using other tools such as Salesforce and PowerBI is desirable.

Competencies

• Pioneering – Continually work with the business to support and review processes within the Occupational Health Customer Services Team, discussing and implementing improvements as agreed with the Service Performance Manager.
• Achieving – Communicating effectively ensuring our external and internal customers receive the right information at the required point to make informed and appropriate decisions which support the business goals.