Customer Success Executive - Occupational Health

Overview

The Occupational Health Customer Success Executive position sits within our Toxicology business unit at our Abingdon site. This role is dedicated to overseeing the full customer journey for key Occupational Health clients, ensuring they consistently receive exceptional support, from programme implementation through to data insights and strategic account development.

• Acting as the primary Customer Services contact for a key customer/portfolio of customers, overseeing the smooth delivery of their Occupational Health services, including medicals, health surveillance, Health and Wellbeing services and vaccinations.
• Responding promptly to customer queries via phone and email, acting as the escalation point for queries from Customer Services Specialists.
• Investigating and resolving customer concerns with urgency and accuracy, maintaining high standards of service.
• Creating and updating Standard Operating Procedures related to Customer Services tasks.
• Delivering training to Customer Services Specialists.
• Analysing Management Information data to identify trends, highlight risks, and recommend improvement opportunities.
• Supporting with customer review meetings by providing meaningful insights.
• Supporting with the implementation of new contracts and transition of existing programmes to ensure a seamless customer experience.
• Working in partnership with the commercial team to identify opportunities to enhance service provision or introduce new services.
• Supporting project work and initiatives that drive innovation, efficiency and compliance within Customer Operations and the wider business.
• It's an exciting opportunity for someone with experience in Occupational Health customer service or a related field, who's looking to join a dynamic, customer-focused organisation that's committed to growth and innovation.
• Proven experience in customer success, account management, or service delivery within Occupational Health, or similar field is preferable.
• Excellent communication and relationship-building skills across a diverse range of stakeholders.
• Strong problem-solving capability, resilience under pressure, and the ability to adapt to changing priorities.
• Highly organised with an eye for detail and a proactive approach to service improvement.
• Comfortable working with customer contracts and service level agreements.
• Educated to A Levels or equivalent standard.
• Good working knowledge of Microsoft applications.
• Experience in Salesforce and Power
  
  BI is advantageous.

• 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 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.

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.