Overview
In this role you will support dental practices and practice teams within Denplan, acting as a subject matter expert to drive retention, growth and customer satisfaction. You will manage complex queries, coach colleagues, and champion new systems to improve service delivery. You’ll work with cross-functional teams to identify growth opportunities and ensure practices get maximum value from our products and services. This is a senior, relationship-led role that combines account management, customer service excellence, and team enablement in a hybrid-working setup.
Responsibilities
- Build and maintain relationships with dentists and practice teams to support retention and reduce competitor risk
- Manage telephone and email inquiries to deliver a professional, positive customer experience
- Handle complex queries, complaints and escalations through to resolution
- Identify sales and growth opportunities within existing accounts and collaborate with Business Development Consultants
- Champion new systems, tools and self-service solutions with dental practices
- Support continuous improvement and act as the team's SOP champion
- Deliver induction training for new starters and share best practices
- Conduct call coaching and quality reviews with constructive feedback
- Review performance data to identify improvement opportunities
- Represent Denplan at events and generate leads through relationship-building activities
Key requirements
- Significant experience in a customer service, account management or client relationship environment
- Experience managing complex customer queries, complaints and escalations
- Proven ability to build strong customer relationships and support account retention and growth
- Experience coaching, mentoring or supporting colleagues to improve performance and service delivery
- Experience working towards service, retention, quality and growth targets
- Strong communication and stakeholder management skills
- Ability to identify process improvements and solve complex problems using sound judgement
- Strong organisational skills with ability to manage competing priorities and perform under pressure
- Confidence using data and insights to support decision-making and continuous improvement
- Full UK driving licence
- Customer-focused
- Relationship-building
- Ownership and accountability
- Data-driven decision making
- Using data and insights to support improvement initiatives
- Stakeholder management
Practice Support Advisor in Hybrid in Hampshire employer: Simplyhealth
Simplyhealth is an exceptional employer dedicated to improving healthcare access across the UK, fostering a culture of inclusivity and continuous development. As an Internal Audit Manager, you'll benefit from a collaborative work environment that values your insights and encourages professional growth, while also having the opportunity to influence strategic decision-making at senior levels. With a commitment to employee well-being and a focus on meaningful contributions, Simplyhealth stands out as a rewarding place to advance your career in the healthcare sector.
