Occupational Health Customer Services Specialist

Abbott Laboratories; Galway; On-site; EUR 35,000 - 45,000; Full time

Job summary

A global healthcare leader in Galway is seeking an Occupational Health Customer Services Specialist. This role involves managing customer bookings, responding to queries, and ensuring excellent service delivery. Candidates should have strong communication skills, IT literacy, and previous experience in customer service. The successful individual will work in a fast-paced environment, contributing to a team committed to exceeding customer expectations. Opportunities for career development are also offered.

Benefits

Career development opportunities with an international company

Recognition as a great place to work

Diversity and inclusion initiatives

Qualifications

• Previous experience within a customer service role is desirable.
• Excellent written and oral communication skills.
• Experience working for a service provider in a related field is preferable.

Responsibilities

• Respond to customer queries via phone and email professionally.
• Manage and complete service bookings for Occupational Health.
• Coordinate clinic schedules and manage appointments.

Skills

Customer Service

Communication

IT Literacy

Problem Solving

Education

Educated to national standards

Tools

Salesforce

Word

Excel

Outlook

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 Occupational Health Customer Services. The role would be based in our Abingdon (Oxfordshire) office.

The Occupational Health Customer Services Specialist role is based within our Toxicology business unit located at our Abingdon office. The role is primarily responsible for ensuring customers receive an excellent service when making bookings and responding to queries for our Occupational Health business. This role requires you to work in line within standard operating procedures and ensuring all KPIs are achieved. The work you perform as part of this role, impacts on our customer experience and will assist to maximise the operational efficiency and effectiveness of Customer Operations.

Are you passionate about delivering outstanding customer experiences? Do you thrive in a fast-paced environment where every interaction matters? If so, we want you on our team.

As a Customer Services Specialist, you’ll be the first point of contact for our customers, providing expert support, resolving queries with confidence, and ensuring every interaction reflects our commitment to excellence. You’ll be part of a high-performing team that lives and breathes our "Right First Time" ethos, working together to exceed expectations and build lasting customer trust.

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

RESPONSIBILITIES

• Customer Support: Responding to customer queries via phone and email with professionalism, empathy, and a commitment to delivering an outstanding experience.
• Service Bookings: Managing and completing bookings for our Occupational Health services, while guiding customers through the process with clarity and care.
• Clinic Coordination: Opening and managing clinic schedules, sourcing resources, and ensuring appointments are set up accurately and efficiently.
• Supplier Collaboration: Liaising with trusted third-party providers to ensure clinics run smoothly and services are delivered on time.
• Internal Liaison: Acting as a vital link between our customers and internal teams—such as Clinical and Laboratory—ensuring clear communication and timely resolution of queries.
• Process Excellence: Following standard operating procedures meticulously, prioritising tasks effectively, and meeting service level agreements (SLAs) and key performance indicators (KPIs).
• Administrative Support: Carrying out general admin tasks to keep everything running behind the scenes.
• Team Contribution: Taking on additional tasks as needed to support the wider goals of the team and business.

EXPERIENCE | EDUCATION

• Eduated to national standards
• Excellent written and oral communication skills
• Previous experience within a customer servies role is desirable
• IT literate with a good working knowledge of Word, Excel & Outlook
• Experience with Salesforce is desirable
• Experience of working for a service provider in a related field is preferable. Strong problem solving skills
• Ability to prioritise workload to meet deadlines
• Be customer and quality focused

COMPETENCIES

• Customer Obsessed - You will focus on delivering exceptional service promptly, always prioritising customer needs and exceeding their expectations.
• Pioneering - Ability to work with your line manager and the wider business to support with Continuous Improvement projects.
• Achieving - Ensuring that you always work with the objective of meeting all measurable KPIs.
• Caring - Supporting customers and colleagues to achieve the desired outcomes for our customers.
• Enduring - Ensuring that current, or changes to any process ensure the long-term success of customer services and retain and grow our customer base.

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.