Customer Success Executive - Occupational Health

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.

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.

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

RESPONSIBILITIES:

• 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.

• Investigate and resolve 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.

ABOUT YOU:

• 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.

QUALIFICATIONS:

• Educated to A Levels or equivalent standard

• Good working knowledge of Microsoft applications

• Experience in Salesforce and PowerBI is advantageous

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.   

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.