At a Glance
- Tasks: Support dental professionals with expert clinical guidance and resolve complex cases.
- Company: Join Dandy, a fast-growing digital dental lab with a focus on innovation.
- Benefits: Comprehensive benefits including healthcare, mental health support, and generous paid time off.
- Other info: Dandy values diversity and inclusivity, creating a supportive workplace for all.
- Why this job: Make a real impact in the dental field while working in a fully digital environment.
- Qualifications: 5+ years in a high-volume lab and strong knowledge of removables dental systems required.
The predicted salary is between 40000 - 50000 £ per year.
Dandy is hiring a Clinical Support Expert to join our rapidly growing, venture-backed company. As a critical member of the Customer Experience Team, you will ensure our dental professionals receive best-in-class technical expertise and customer service. You will serve as a high-level clinical authority, tackling the most complex cases and driving quality improvements across the organization.
What You'll Do
- Expert Case Resolution & Support: Resolve complex clinical inquiries, handling time-sensitive escalations from frontline agents, Account Management, and cross-functional teams with expert precision and clinical accuracy. Manage booked calls to advise and work to resolve complex, practice-level case issues. Serve as the primary escalation point for inbound clinical support tickets, providing customer service and clinical guidance to doctors via phone, live chat, video and email regarding complex cases, and treatment planning. Act as the liaison between doctors and the lab, translating clinical feedback and preferences into actionable outcomes for live orders.
- Quality Assurance and Training Leadership: Perform Quality Assurance (QA) reviews of agent work to ensure clinical accuracy and adherence to Dandy standard operating procedures. Act as a Subject Matter Expert (SME) to support and coach new hires, providing specialized clinical training and offering ongoing guidance to the frontline team. Advise on and lead special cross-functional projects aimed at improving clinical processes and outcomes. Assist in the creation, review, and updates of Knowledge Base articles to maintain an accurate and comprehensive repository of clinical information. Propose and oversee the up-leveling of clinical knowledge and quality standards based on trends and doctor feedback.
Performance Measured By
- QA and Clinical Accuracy: The precision and correctness of your clinical guidance and resolutions including mastery of Dandy digital dental workflows and best practices.
- SLAs for Escalation Handling: Timeliness and effectiveness in resolving escalated issues.
- Effectiveness of Training and Coaching: The positive impact of your SME support on new hire ramp-up and overall team performance.
- Schedule Adherence and Attendance: Consistency in maintaining your assigned schedule and compliance to attendance policy.
What We're Looking For
- Minimum 5+ years of experience in a high-volume lab setting, with experience in digital dental labs being a plus.
- Minimum 3+ years of experience in 3Shape CAD/CAM digital design for dentures and partials.
- Strong current knowledge of removables dental systems and their digital components.
- Prior experience in a customer-facing role within a lab or dental organization.
- Customer-focused mindset: driven to connect with doctors, troubleshoot issues, and deliver an exceptional experience.
- Skilled at building rapport with clinicians, providing empathetic support, and handling complex concerns with professionalism.
- Confident engaging with doctors in real time via chat, phone, or video calls, answering questions and building trust quickly.
- Proficient in computer applications, with excellent written and verbal communication skills, able to convert clinical and technical feedback into clear, actionable insights.
- Experienced in training & coaching, acting as a subject matter expert, and mentoring colleagues to elevate performance.
- Skilled at reviewing and assessing the quality of work to ensure accuracy and adherence to standards.
- Highly independent problem solver with a strong sense of accountability.
- Proven track record of meeting service level agreements (SLAs) while maintaining high-quality standards for every case.
- Strong organizational skills and attention to detail, with the ability to review multiple case outcomes and provide informed clinical guidance.
- Enthusiastic about working in a fast-growing, fully digital lab and contributing to a high-performance culture.
Dandy is proud to be an equal‑opportunity employer. We are committed to building a diverse and inclusive culture that celebrates authenticity to win as one. We do not discriminate on the basis of race, religion, color, national origin, gender, gender identity, sexual orientation, age, marital status, disability, protected veteran status, citizenship or immigration status, or any other legally protected characteristics. Dandy also fully complies with the Americans with Disabilities Act (ADA). We are dedicated to embracing challenges and creating an accessible, inclusive workplace for all individuals. If you require any accommodations for your interview or have any questions beforehand, rest assured that we will do everything we can to meet your needs.
Clinical Support Expert - Removables (UK) employer: RiverPark Ventures
Dandy is an exceptional employer that prioritises employee well-being and professional growth, offering a comprehensive benefits package that includes healthcare, mental health support, and generous paid time off. Our inclusive work culture fosters collaboration and innovation, empowering team members to excel in their roles while contributing to a high-performance environment. As a Clinical Support Expert, you will not only leverage your expertise but also have the opportunity to mentor others, ensuring a rewarding career path in a rapidly growing digital dental lab.
StudySmarter Expert Advice🤫
We think this is how you could land Clinical Support Expert - Removables (UK)
✨Tap into Local Dental Societies
Get connected with your local dental societies and associations. These groups often have job boards or events where you can meet potential employers face-to-face. Plus, being active in these communities shows your commitment to the field!
✨Join Dental Conferences and Workshops
Keep an eye out for dental conferences and workshops happening in your area. These events are a goldmine for networking and can lead to job opportunities. Strike up conversations with attendees and speakers—you never know who might be hiring!
✨Highlight Your Specialisations
When chatting with potential employers, don’t shy away from showcasing any special skills or areas of interest—such as paediatric dentistry or cosmetic procedures. Tailoring your pitch to reflect what makes you stand out can really set you apart!
✨Check Out Our Website for Open Positions
Don’t forget to browse our website for any job postings by clinics actively looking for full-time dentists. Applying through us can get you noticed faster, so make sure to submit your application directly when you find a position that fits!
We think you need these skills to ace Clinical Support Expert - Removables (UK)
Some tips for your application 🫡
Show off your qualifications!:Make sure your CV highlights any dental qualifications you have, such as your degree and any specialisations or certifications. We want to see a clear educational background and details of any dental training you’ve undergone, especially if you have experience with specific techniques or technologies.
Stand out with your clinical experience:In dentistry, practical experience speaks volumes! Include relevant clinical placements or internships on your CV, detailing the skills you honed and treatments you performed. This will highlight your hands-on abilities and familiarity with dental practices, making you an attractive candidate for RiverPark Ventures.
Craft a compelling cover letter:Your cover letter is your chance to show us why you're passionate about dentistry and why you're keen to join RiverPark Ventures. Share specific experiences that ignited your interest in the field and how you envision contributing to the team. Keep it personable and engaging!
Tailor your application to us:We’re all about finding the right fit here at RiverPark Ventures! Be sure to tweak both your CV and cover letter to reflect how your values and goals align with ours. Highlight any experiences that show your teamwork, patient care, and adaptability in dental settings!
How to prepare for a job interview at RiverPark Ventures
✨Master the Clinical Skills Assessment
As a full-time candidate in dentistry, expect to showcase your clinical skills during the interview. Brush up on practical scenarios, and be ready to demonstrate techniques. They might throw in a live assessment, so practice your hand motions and communication while working on models or during mock exams.
✨Know Your Tools and Technology
Familiarise yourself with the latest dental technologies and tools that are commonly used in practice. Be ready to discuss how you integrate these into patient care, and don’t shy away from mentioning experiences with specific equipment or software that RiverPark Ventures might use.
✨Highlight Patient Care Experience
In a full-time role, patient interaction is key. Prepare anecdotes that showcase your communication skills and ability to empathise with patients. Discuss your approach to patient care, including how you handle difficult conversations or challenging cases—this will really set you apart.
✨Engage in Professional Development Discussion
Show your commitment to ongoing learning and professional growth during the interview. Be ready to discuss any courses, certifications, or workshops you've undertaken and how they’ve equipped you for a role at RiverPark Ventures. This demonstrates not just your skills but also your dedication to advancing in the field.
