Customer Excellence Manager (Customer Care), UK & Ireland

Additional Locations:United Kingdom-Hemel Hempstead

Diversity - Innovation - Caring - Global Collaboration - Winning Spirit - High Performance

At Boston Scientific well give you the opportunity to harness all thats within you by working in teams of diverse and high-performing employees tackling some of the most important health industry challenges. With access to the latest tools information and training well help you in advancing your skills and career. Here youll be supported in progressing whatever your ambitions.

About the Role

The Customer Excellence Manager for the UK & Ireland plays a pivotal role in enabling Boston Scientifics mission to advance science for life. This leader ensures that every customer interaction embodies our commitment to Quality Integrity Collaboration and Meaningful Innovation. The roledrives the regional execution of our Customer Excellence strategy by elevating service performance enhancing customer satisfaction embedding Voice of Customer (VOC) insights and championing a disciplined Customer Experience (CX) mindset across the UK & Ireland organisation.

This full time permanent position is to be based from our office in Hemel Hempstead and offers weekly hybrid working (three days in the office two days remote).

Your responsibilities will include:

Leadership & People Development

• Lead motivate and inspire the customer service team to deliver exceptional customer experiences.
• Set clear team goals and KPIs aligned to service quality accuracy responsiveness and customer satisfaction.
• Recruit train onboard and continuously develop customer service staff.
• Instil a culture of accountability collaboration and continuous improvement.
• Coach the team on service excellence communication and problemsolving techniques.

Customer Service Operations

• Develop and implement customer service policies procedures and service standards.
• Ensure accurate and timely execution of order management fulfilment coordination and inquiry handling.
• Resolve complex customer complaints and escalated service issues.
• Maintain strong service knowledge to support highquality customer interactions.
• Coordinate with Supply Chain Sales Finance Quality and other functions to resolve servicerelated issues.

Performance Analytics & Reporting

• Monitor analyse and report on customer service performance metrics.
• Use VOC insights and customer data to identify trends and drive service improvements.
• Report progress on customer satisfaction service KPIs and operational performance.

Quality Compliance & Customer Experience

• Ensure adherence to Boston Scientific Quality Systems SOPs and regulatory requirements.
• Support complaint investigations and corrective actions.
• Lead CX and VOC initiatives within UK & Ireland ensuring feedback drives measurable improvements.
• Embed CX discipline behaviours and customercentric mindset across the Customer Care team.

What are we looking for in you:

• 5 years in Customer Care Customer Service Order Management or Customer Operations leadership roles.
• Experience in MedTech Life Sciences or Pharma preferred.
• Strong leadership skills with demonstrated ability to lead develop and inspire highperforming teams.
• Excellent problemsolving and conflictresolution skills.
• Strong knowledge of CRM platforms (e.g. Salesforce) and as well as ERP systems (preferably SAP).
• Experience analysing customer data and implementing service improvements.
• Can manage highpressure situations and escalations with composure.
• Strong interpersonal communication and crossfunctional collaboration skills.
• Knowledge of customer service best practices and industry standards.

What we can offer to you:

• Experience in a ground-breaking multinational company with attractive benefits.
• Upskilling.
• Mentoring.
• A company with a purposeful mission.
• A permanent position.
• Hybrid working.

Application closing date: Sunday 8th February

Requisition ID:621659

As a leader in medical science for more than 40 years we are committed to solving the challenges that matter most united by a deep caring for human life. Our mission to advance science for life is about transforming lives through innovative medical solutions that improve patient lives create value for our customers and support our employees and the communities in which we operate. Now more than ever we have a responsibility to apply those values to everything we do as a global business and as a global corporate citizen.

So choosing a career with Boston Scientific (NYSE: BSX) isnt just business its personal. And if youre a natural problem-solver with the imagination determination and spirit to make a meaningful difference to people worldwide we encourage you to apply and look forward to connecting with you!