At a Glance
- Tasks: Lead a dynamic team to enhance customer support and drive satisfaction.
- Company: Join Henry Schein One UK, a top-rated tech company in dental care.
- Benefits: Enjoy a flexible work environment with opportunities for growth and development.
- Other info: Be part of a diverse culture that values collaboration and creativity.
- Why this job: Make a real impact in customer success while leading an innovative team.
- Qualifications: Proven leadership skills and a passion for customer service.
The predicted salary is between 36000 - 60000 £ per year.
Join to apply for the Team Leader, Software Support role at 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.
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.
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
Team Leader, Software Support in Gillingham employer: Henry Schein One UK
At Henry Schein One UK, we pride ourselves on being a leading tech company in the dental care sector, recognised as one of the 'Sunday Times UK's Best Places to Work'. Our inclusive and flexible work culture fosters diversity and promotes equal opportunities, while our commitment to customer success ensures that every team member plays a vital role in enhancing patient care. As a Team Leader in Software Support, you'll have the opportunity to lead a dedicated team, drive innovation, and contribute to meaningful improvements in customer satisfaction, all within a supportive environment that prioritises employee growth and development.
StudySmarter Expert Advice🤫
We think this is how you could land Team Leader, Software Support in Gillingham
✨Tip Number 1
Network like a pro! Reach out to your connections on LinkedIn or even in person. Let them know you're on the lookout for a Team Leader role in Software Support. You never know who might have the inside scoop on job openings!
✨Tip Number 2
Prepare for those interviews by practising common questions and scenarios related to customer service and team leadership. We recommend doing mock interviews with friends or using online resources to boost your confidence.
✨Tip Number 3
Showcase your leadership skills during interviews! Share specific examples of how you've motivated teams or improved customer satisfaction in previous roles. This will help you stand out as a strong candidate for the Team Leader position.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're genuinely interested in joining our awesome team at Henry Schein One UK.
We think you need these skills to ace Team Leader, Software Support in Gillingham
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Team Leader, Software Support role. Highlight your leadership skills and customer service expertise, as these are key to what we’re looking for at Henry Schein One UK.
Showcase Your Achievements:Don’t just list your responsibilities; share specific examples of how you’ve led teams to success or improved customer satisfaction in previous roles. We love seeing tangible results!
Be Authentic:Let your personality shine through in your application. We value diversity and want to see the real you! Share your passion for tech and customer success, and how you can contribute to our mission.
Apply Through Our Website:For the best chance of getting noticed, apply directly through our website. It’s the easiest way for us to keep track of your application and ensure it reaches the right people!
How to prepare for a job interview at Henry Schein One UK
✨Know the Company Inside Out
Before your interview, make sure you research Henry Schein One UK thoroughly. Understand their mission, values, and the specific role of customer success in their operations. This will not only help you answer questions more effectively but also show your genuine interest in the company.
✨Showcase Your Leadership Skills
As a Team Leader, you'll need to demonstrate your leadership abilities. Prepare examples from your past experiences where you've successfully led a team, motivated individuals, or resolved conflicts. Highlight how these experiences align with the company's focus on customer satisfaction and team collaboration.
✨Prepare for Scenario-Based Questions
Expect to face scenario-based questions that assess your problem-solving skills and customer service expertise. Think of specific situations where you had to handle challenging customer interactions or improve team performance. Use the STAR method (Situation, Task, Action, Result) to structure your responses.
✨Emphasise Your Customer-Centric Approach
Since customer success is at the heart of what they do, be ready to discuss how you prioritise customer needs in your work. Share examples of how you've gone above and beyond to ensure customer satisfaction and how you plan to instil this mindset in your team.
