Complaints Manager (Customer Operations Healthcare)
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Job Location:
Oxfordshire - UK
Monthly Salary:
Not Disclosed
Posted on:
14 hours ago
Vacancies:
1 Vacancy
Job Summary
JOB DESCRIPTION:
About Abbott
Abbott is a global healthcare leader creating breakthrough science to improve peoples health. Were always looking towards the future anticipating changes in medical science and technology.
The Opportunity
At Abbott Toxicology a part of Abbotts 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.
We are seeking a proactive and analytical Complaints Manager to join our Customer Operations team in Abingdon this role you will lead the investigation and resolution of service complaints including identifying root cause(s) of recurring issues providing customer facing complaint responses and implementing sustainable improvements that reduce complaint rates over time.
What Youll Do
- Manage the end-to-end process of service complaints ensuring timely and effective resolution. Analyse complaint trends and error logs to identify patterns and root causes.
- Design and implement long-term solutions to improve service quality and customer experience.
- Lead continuous improvement initiatives across processes systems and customer touchpoints using actionable insights.
- Collaborate with cross-functional teams in the UK and internationally to embed best practices.
- Monitor and report complaint trends and improvement outcomes to senior leadership.
- Maintain and update Standard Operating Procedures (SOPs) for Complaint Management deliver training on changes and liaise with the Global Complaints Team.
Required qualifications/Profile
- Degree (or equivalent) in a relevant field such as health care science engineering or business improvement.
- Proven track record of successfully delivering process and change management initiatives on time and meeting internal/external customer expectations.
- Strong IT proficiency including advanced experience with Microsoft Project Word Excel and Outlook.
- Proficient in creating PowerBI dashboards and experience with statistical analysis
- Proven experience in complaint management ideally within a regulated sector.
- Ability to design facilitate and lead improvement workshops with diverse business stakeholders.
- A results-driven completer-finisher mindset
- Exceptional verbal and written communication skills
- Advanced analytical project and product management skills
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.
Connect with us at on Facebook at and on Twitter @AbbottNews and @AbbottGlobal.
:
The base pay for this position is
N/AIn specific locations the pay range may vary from the range posted.
JOB FAMILY:
Project Management
DIVISION:
TOX ARDx Toxicology
LOCATION:
United Kingdom > Abingdon : 21 Blacklands Way
ADDITIONAL LOCATIONS:
WORK SHIFT:
Standard
TRAVEL:
Yes 5 % of the Time
MEDICAL SURVEILLANCE:
No
SIGNIFICANT WORK ACTIVITIES:
Keyboard use (greater or equal to 50% of the workday)
Required Experience:
Manager
Key Skills
- Revenue Cycle Management
- HIPAA
- Healthcare Management
- PMBOK
- Microsoft Outlook
- Project Leadership
- Data Management
- Project Management
- Affiliate Marketing
- Project Management Software
- Supervising Experience
- Workday
About Company
WHO WE ARE CREATING LIFE-CHANGING TECHNOLOGY From removing the regular pain of fingersticks as people manage their diabetes to connecting patients to doctors with real-time information monitoring their hearts, from easing chronic pain and movement disorders to testing half the world’s ... View more
