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- Tasks: Lead a team to enhance customer support and satisfaction in a tech-driven dental care environment.
- Company: Join Henry Schein One UK, a top-rated tech company revolutionising dental care with AI-driven solutions.
- Benefits: Enjoy flexible working, a diverse culture, and opportunities for personal and professional growth.
- Why this job: Be part of a dynamic team focused on customer success and innovative problem-solving.
- Qualifications: Proven leadership skills, customer service expertise, and a knack for motivating diverse teams.
- Other info: Monthly team meet-ups in Gillingham and international collaboration with colleagues from Australia and Canada.
The predicted salary is between 36000 - 60000 £ per year.
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.
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.
Once a month, you\’ll convene at the Gillingham office for two consecutive days to collaborate with the team. Every two weeks, you\’ll engage in international team calls with colleagues from Australia and Canada. Additionally, you may attend trade shows to deliver presentations and demonstrations if required.
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.
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Software Support Team Leader employer: Henry Schein One group
Contact Detail:
Henry Schein One group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Software Support Team Leader
✨Tip Number 1
Familiarise yourself with the latest trends in customer support technology, especially those related to AI-driven solutions. This knowledge will not only help you understand the company's mission but also demonstrate your commitment to enhancing customer experiences.
✨Tip Number 2
Showcase your leadership skills by preparing examples of how you've successfully motivated teams in the past. Be ready to discuss specific strategies you've used to achieve targets and improve team performance.
✨Tip Number 3
Research Henry Schein One UK's customer success programmes and think about how you can contribute to them. Being able to discuss these initiatives during your interview will highlight your proactive approach and alignment with their values.
✨Tip Number 4
Prepare to discuss your experience with cross-departmental collaboration. Think of examples where you've worked with other teams to solve problems or enhance customer satisfaction, as this is crucial for the role.
We think you need these skills to ace Software Support Team Leader
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your leadership skills and experience in customer service. Use specific examples that demonstrate your ability to motivate teams and achieve targets, as these are key aspects of the Software Support Team Leader role.
Craft a Compelling Cover Letter: In your cover letter, express your passion for customer success and how you align with Henry Schein One UK's mission. Mention your innovative thinking and problem-solving skills, and provide examples of how you've successfully led teams in challenging environments.
Showcase Relevant Experience: When detailing your work history, focus on roles where you managed teams or improved customer satisfaction. Highlight any experience with data analysis and cross-departmental collaboration, as these will be valuable in this position.
Proofread Your Application: Before submitting your application, carefully proofread all documents for spelling and grammatical errors. A polished application reflects your attention to detail and professionalism, which are crucial for the role.
How to prepare for a job interview at Henry Schein One group
✨Showcase Your Leadership Skills
As a Software Support Team Leader, it's crucial to demonstrate your leadership abilities. Prepare examples of how you've successfully led teams in the past, focusing on how you motivated individuals and achieved targets.
✨Emphasise Customer-Centricity
Highlight your commitment to customer success during the interview. Be ready to discuss specific instances where you've gone above and beyond to enhance customer satisfaction and how you plan to instil this mindset in your team.
✨Demonstrate Problem-Solving Skills
Prepare to discuss your approach to innovative thinking and problem-solving. Share examples of challenges you've faced in previous roles and how you creatively resolved them, particularly in a customer service context.
✨Foster a Collaborative Mindset
Since collaboration is key at Henry Schein One UK, be prepared to talk about your experience working with cross-departmental teams. Discuss how you’ve facilitated communication and idea-sharing to achieve common goals.
