At a Glance
- Tasks: Lead a dynamic team to deliver exceptional software support and enhance customer satisfaction.
- Company: Join Henry Schein One UK, a top-rated tech company redefining dental care.
- Benefits: Enjoy a competitive salary, flexible working options, and opportunities for professional growth.
- Other info: Be part of an inclusive culture that values diversity and promotes equal opportunities.
- Why this job: Make a real impact in healthcare by leading innovative solutions and supporting your team.
- Qualifications: Proven leadership skills and a passion for customer service are essential.
The predicted salary is between 34650 - 42350 £ per year.
Overview
Join to apply for the Team Leader, Software Support role at Henry Schein One UK.
About Henry Schein One UK
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.
Celebrated as one of the 'Sunday Times UK's Best Places to Work our culture at Henry Schein One UK as an inclusive and forward-thinking company means we are committed to creating an environment that values diversity and flexibility and promotes equal opportunities for all individuals.
How we work
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.
From our Commercial teams right through to Operations, every area of our business plays an instrumental role in shaping the value of our user's experience.
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.
How you'll make an impact
As a Software Support Team Leader, you'll be an integral part of our Support team and collaborate closely with our practices.
Reporting to the Global Head of Support, you'll lead your own team, playing a pivotal role in executing our business and departmental strategies.
This role demands leadership and the ability to motivate your team to achieve various targets such as chat goals, customer satisfaction, NPS, and retention.
What you'll do
- Provide effective line management for direct reports, including day-to-day operations and performance management.
- Support individuals in a non-judgmental manner, maintaining anti-discriminatory practices.
- Maintain key service levels and promptly resolve verbal and written customer issues.
- Proactively seek business and process improvement opportunities with customer satisfaction in mind.
- Coach your team to maximise every customer interaction and consistently deliver results that exceed customer expectations.
- Manage cases and backlog to meet service level agreements (SLAs) and prioritise customer needs.
- Motivate and inspire your team to exceed targets and key performance indicators (KPIs) while focusing on customer outcomes.
- Facilitate continuous staff development and recommend appropriate training to enhance customer service skills.
- Collaborate with seniors and development teams to efficiently resolve issues impacting customer satisfaction.
- Ensure proper team resourcing during breaks, training sessions, and shift times to maintain quality customer support.
- Foster a positive team culture that encourages collaboration, idea-sharing, and a commitment to customer-centric values.
- Demonstrate enthusiasm, excellence, and receptiveness to new ideas that enhance the customer experience.
- Work with your Line Manager to identify areas for team improvement or development that directly impact customer satisfaction.
- Actively participate in special projects and other duties as needed, including generating accurate reports to monitor and improve customer outcomes.
- What you'll bring with you
- Proven Leadership Skills: Demonstrated experience in leading teams effectively.
- Innovative Thinking: Track record of idea generation, innovation, and creative problem-solving.
- Success in Challenging Roles: Previous experience in succeeding in challenging roles.
- Effective Motivator: Ability to motivate individuals with diverse personalities.
- Achievement of Targets: Experience in achieving team targets.
- Quick Learner: Ability to learn quickly and adapt to new challenges.
- Time Management: Proficiency in personal diary and rota management.
- Ability to Perform Under Pressure: Proven ability to work effectively under pressure.
- Customer Service Expertise: In-depth experience and thorough knowledge of customer service processes, systems, and quality measures.
- Customer-Centric Approach: Capability to lead, motivate, and inspire a team to deliver best practices and consistently engage customers to meet or exceed targets.
- Challenging Customer Assumptions: Skill in uncovering customer needs and challenging assumptions constructively and professionally.
- Cross-Departmental Collaboration: Ability to collaborate with other departments to create an innovative and cohesive environment.
- Excellent Communication: Strong written and verbal communication skills.
- Change Management: Experience in managing teams through periods of change.
- Data Analysis Skills: Prior experience in data analysis and interpretation.
- Solution Orientation: Solution-oriented mindset with a strong approach to problem-solving.
- Attention to Detail: Excellent eye for detail, ensuring accuracy when working with complex data.
- Seniority level
- Not Applicable
- Employment type
- Full-time
- Job function
- Health Care Provider, Customer Service, and Other
- Industries
- Software Development
- Hospitals and Health Care
- Proven Leadership Skills: Demonstrated experience in leading teams effectively.
- Innovative Thinking: Track record of idea generation, innovation, and creative problem-solving.
- Success in Challenging Roles: Previous experience in succeeding in challenging roles.
- Effective Motivator: Ability to motivate individuals with diverse personalities.
- Achievement of Targets: Experience in achieving team targets.
- Quick Learner: Ability to learn quickly and adapt to new challenges.
- Time Management: Proficiency in personal diary and rota management.
- Ability to Perform Under Pressure: Proven ability to work effectively under pressure.
- Customer Service Expertise: In-depth experience and thorough knowledge of customer service processes, systems, and quality measures.
- Customer-Centric Approach: Capability to lead, motivate, and inspire a team to deliver best practices and consistently engage customers to meet or exceed targets.
- Challenging Customer Assumptions: Skill in uncovering customer needs and challenging assumptions constructively and professionally.
- Cross-Departmental Collaboration: Ability to collaborate with other departments to create an innovative and cohesive environment.
- Excellent Communication: Strong written and verbal communication skills.
- Change Management: Experience in managing teams through periods of change.
- Data Analysis Skills: Prior experience in data analysis and interpretation.
- Solution Orientation: Solution-oriented mindset with a strong approach to problem-solving.
- Attention to Detail: Excellent eye for detail, ensuring accuracy when working with complex data.
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.
Celebrated as one of the 'Sunday Times UK's Best Places to Work, our culture at Henry Schein One UK as an inclusive and forward-thinking company means we are committed to creating an environment that values diversity and flexibility and promotes equal opportunities for all individuals.
#J-18808-Ljbffr
Team Leader, Software Support in Brompton employer: Henry Schein, Inc.
At Henry Schein, we pride ourselves on being an exceptional employer, offering a supportive work culture that values empathy and collaboration. Our commitment to employee growth is evident through continuous training opportunities and a focus on empowering our team members to excel in their roles. Located in a vibrant area, we provide a dynamic environment where you can make a meaningful impact while enjoying a healthy work-life balance.
StudySmarter Expert Advice🤫
We think this is how you could land Team Leader, Software Support in Brompton
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Henry Schein, Inc.. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Henry Schein, Inc. before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Team Leader, Software Support in Brompton
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Henry Schein, Inc.:Your cover letter is your chance to shine! Tell us why you want to work at Henry Schein, Inc. specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Henry Schein, Inc.!
How to prepare for a job interview at Henry Schein, Inc.
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
