At a Glance
- Tasks: Lead a team to convert patient enquiries into booked appointments and enhance patient experiences.
- Company: Join Target Dental Group, a dynamic organisation focused on exceptional patient care.
- Benefits: Full-time, permanent role with opportunities for personal and professional growth.
- Other info: Be part of a supportive culture that values performance and patient-first approaches.
- Why this job: Make a real impact on patient journeys and drive growth across nine dental practices.
- Qualifications: Experience in customer service or management; strong leadership and commercial skills required.
The People Advisory is proud to be working alongside Target Dental Group to appoint a commercially minded Growth Lead to lead its central Patient Coordination team. This is a key role within the business, responsible for turning patient enquiries into booked appointments, maximising diary utilisation across all nine practices and ensuring every patient receives an exceptional experience from their very first interaction. We’re looking for someone who understands that commercial performance and outstanding patient care go hand in hand.
The Role
- Leading a team of Patient Coordinators, you’ll take ownership of the performance of the central patient journey by ensuring enquiries are responded to effectively, patients are booked into the right appointments and clinicians’ diaries are being utilised to their full potential.
- Leading, coaching and developing the Patient Coordination team.
- Driving performance against clear booking, conversion and activity targets.
- Ensuring new patient enquiries are followed up quickly and consistently.
- Maximising diary utilisation across all 9 Target Dental practices.
- Identifying and proactively managing white space within clinician diaries.
- Monitoring enquiry-to-booking conversion and understanding where opportunities are being lost.
- Using data and reporting to identify trends, gaps and opportunities for growth.
- Creating accountability within the team while maintaining a positive, supportive culture.
- Identifying individual and team training needs and implementing coaching to improve performance.
- Ensuring telephone, email and digital enquiries receive an exceptional level of service.
- Managing escalated patient concerns and complaints professionally and effectively.
- Working closely with practice teams and senior leadership to ensure commercial objectives align with the patient journey.
Who We’re Looking For
You’ll be a confident people manager with a strong commercial mindset and a genuine understanding of customer experience. You don’t necessarily need to come from dentistry. Experience within a high-performing customer service, sales, contact centre, healthcare, hospitality or other consumer-facing environment could translate extremely well into this position.
- Strong experience leading and developing a customer-facing team.
- A proven ability to drive targets, KPIs and measurable performance.
- Commercial awareness and the ability to identify opportunities for growth.
- Confidence working with data, reporting and conversion metrics.
- Strong coaching and performance-management skills.
- Excellent communication and leadership skills.
- The ability to balance commercial objectives with an unwavering patient-first approach.
- A proactive mindset; someone who sees white space, missed opportunities or underperformance and takes action.
What Success Looks Like
More enquiries converted. More patients booked. Better utilised diaries. A stronger team. And, importantly, an exceptional patient experience throughout. This is an opportunity to take ownership of a function that directly influences the growth of nine practices and play an important part in the next stage of Target Dental Group’s journey.
Interested in finding out more? Contact Claudia at The People Advisory for a confidential conversation.
Growth Lead 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.
StudySmarter Expert Advice🤫
We think this is how you could land Growth Lead in Otley
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at The People Advisory. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like The People Advisory before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Growth Lead in Otley
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to The People Advisory:Your cover letter is your chance to shine! Tell us why you want to work at The People Advisory specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at The People Advisory!
How to prepare for a job interview at The People Advisory
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
