Contact Centre Manager Target Dental | Otley, West Yorkshire About the Role The People Advisory is partnering with Target Dental to recruit an experienced, people-focused Contact Centre Manager to lead, nurture and develop a central patient coordination team supporting nine dental practices. We’re looking for a confident, approachable and inspiring leader who understands what excellent customer service looks like and knows how to bring out the best in people. This role is about more than achieving targets. It’s about building a positive, supportive and high-performing environment where individuals feel valued, motivated and equipped to succeed. The ideal candidate will have a strong background in contact centre management, call centre operations or high-volume customer service, with a genuine passion for people development and delivering exceptional customer experiences. Key Responsibilities Team Leadership & Development * Lead, motivate and support a busy patient coordination team. * Create a positive, engaging and supportive team culture. * Conduct regular one-to-ones, coaching sessions and performance reviews. * Identify individual strengths, development opportunities and training needs. * Set clear expectations so every team member understands what good looks like. * Support new starters through structured onboarding and ongoing development. * Build team confidence, accountability and ownership of performance. * Recognise achievements, celebrate successes and encourage career progression. * Manage team morale, wellbeing and engagement. * Address performance challenges constructively, fairly and proactively. Customer & Patient Experience * Champion a customer-first and patient-centred approach. * Ensure consistently high standards of service across all patient interactions. * Oversee the quality of inbound and outbound calls, ensuring professional and empathetic communication. * Coach team members on rapport building, active listening and understanding patient needs. * Support the team in managing challenging conversations and customer concerns. * Ensure patients receive timely, professional and consistent follow-up. * Work closely with practice teams to deliver a seamless patient journey. * Identify opportunities to improve customer satisfaction and service delivery. Performance & Operational Management * Oversee the day-to-day running and performance of the contact centre. * Establish clear, achievable team objectives and performance expectations. * Monitor KPIs including call quality, response times, booking conversions and patient engagement. * Use performance insights to identify coaching opportunities and drive improvement. * Support effective management of high-volume inbound and outbound enquiries. * Ensure appropriate staffing, workload distribution and operational efficiency. * Work collaboratively with practice managers to support appointment bookings and diary utilisation. * Balance commercial performance with exceptional patient care. * Continuously review and improve processes, systems and ways of working. About You We’re looking for someone who genuinely enjoys leading people, developing talent and creating an environment where teams thrive. You’ll ideally bring: * Proven experience leading teams within a contact centre, call centre or high-volume customer service environment. * Strong coaching, communication and people management skills, with the ability to motivate and develop individuals. * A customer-centric mindset, commercial awareness and a clear understanding of what excellent service and team performance look like. Previous dental experience is not essential. We’re far more interested in your leadership ability, customer service experience and passion for developing people. What Success Looks Like Success in this role means creating a confident, engaged and well-supported team that consistently delivers an outstanding patient experience. You’ll understand that great results come from great leadership, clear expectations, continuous coaching and a team that feels genuinely invested in. Why Join Target Dental? This is an opportunity to make a meaningful impact within a growing dental group, shaping the culture, performance and development of a central team that plays a vital role in the patient journey. We’re looking for someone who wants to build something special, invest in their people and create a workplace where both employees and patients thrive. Interested? The People Advisory is supporting Target Dental with this appointment. If you’re an experienced contact centre or customer service leader who loves developing people and building successful teams, we’d love to hear from you. The People Advisory x Target Dental
Contact Centre Manager in Otley employer: The People Advisory
Join a fast-growing, clinically led dental group in Huddersfield that prioritises exceptional patient experiences and employee well-being. With a supportive, people-focused culture and a commitment to professional growth, this role offers the chance to be part of a modern practice dedicated to delivering outstanding care. Enjoy competitive salary and benefits while shaping a premium patient experience in a dynamic environment.
