Team Lead, Software Support - 12 Month FTC in Gillingham

hackajob is collaborating with Henry Schein One to connect them with exceptional professionals for this role.

About Us

At Henry Schein One UK, we are a tech company with a mission to redefine dental care, creating a future where personalised, AI-driven treatment and intelligent practice management come together to enhance patient care and build a thriving dental practice. We’re innovators, relentless in our pursuit of customer success and constantly pushing the boundaries of the possible to create world-class SaaS products. Culture matters to us. Celebrated as one of the ‘Sunday Times UK's Best Places to Work’ companies, our inclusive and forward-thinking culture values diversity, flexibility and equal opportunities for everyone.

What We Do

Tech for good! Our SaaS product Dentally solves real-world problems across three core areas:

• Clinical: AI‑powered diagnostics and note‑taking, giving dentists an extra set of expert eyes on every x‑ray, further detecting subtle signs across conditions and boosting clinical accuracy in seconds.
• Practice Management: Automating everything, ensuring dental practices get admin done quicker. Payments, Workflows & Patient Management, 3rd Party Integration, Reporting and Staff Instant Messaging.
• Patient Experience: A digital‑first experience that empowers patients to manage appointments, complete medical forms and make payments from their own device.

Our Culture

We are problem solvers, not ticket takers, and we champion creative problem‑solving. Customer success is at the heart of everything we do. We strive to ensure that each member of our team, regardless of their department or role, prioritises the success of the customer in every interaction. Our customer success programmes are pivotal in maintaining dynamic feedback channels with our product teams, ensuring that we are always enhancing our software to align with customer needs. By delivering top‑tier service, crafting innovative solutions, and offering proactive support, we are not just meeting expectations—we are creating long‑lasting partnerships that drive positive outcomes.

Your Impact

As a Team Lead in the support team, you will work within the team and alongside our practices. Responsible for your team, reporting to and working closely with the Support Manager, you will play a key role in executing our business and departmental strategies. This role requires the ability to lead and inspire your team to achieve set targets (Call targets, customer outcomes, NPS and retention).

What You'll Do

• Lead and develop a high‑performing team, motivating and inspiring your team to reach and exceed all set targets and KPIs.
• Coach team members in best practices, fostering a culture of continuous development.
• Ensure all team members have clear, up‑to‑date Individual Development Plans (IDPs) and receive regular performance reviews and meaningful 1:1 conversations to support growth, engagement, and accountability.
• Maintain a trusting, collaborative environment, enabling the team to thrive.
• Lead the recruitment efforts for your team, identifying and hiring top talent.
• Promote an inclusive and diverse culture, in line with Henry Schein One values.

What You'll Bring With You

• Experience on a support desk and managing teams through change.
• Ability to collaborate and coordinate work with multiple departments and stakeholders.
• Ability to multi‑task and stay organised in a dynamic work environment, with excellent attention to detail.
• Innovative and creative, with the ability to develop, deliver and evaluate brilliant ideas.
• Credible, confident and articulate, with excellent communication and presentation skills.
• Uncover needs, and be able to challenge customer assumptions in a constructive and business-like fashion.
• Excellent independent decision making, analysis and problem‑solving skills.
• Highly developed interpersonal and relationship skills.
• Excellent verbal and written communication skills.
• Solid experience in coaching, developing and motivating staff.

Diversity

Diversity at Henry Schein One is all about you being you. Diversity and inclusion are integral to every aspect of our business. We are proud to be an equal‑opportunity employer. All qualified candidates are considered without regard to race, colour, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, or age. We welcome everyone to our team; we foster creativity and ambition throughout our business.

Our Values

• Community: Each Person is as Important as the Next. Open Communication. Diversity & Inclusion.
• Caring: Corporate Citizenship. Shared Success.
• Career: Ethics. Recognise Creativity & Encourage it. People are our Greatest Asset.

Our Hiring Process

We've made our process as simple as possible whilst also allowing you to meet multiple members of the team, giving us valuable viewpoints on your experience. For most roles, all interviews are via Zoom and we aim to get you through the process in about 2 weeks.