Growth Lead

The People Advisory; Otley; On-site; GBP 42,000 - 64,000; Full time

Job summary

The People Advisory, in partnership with Target Dental Group, is seeking a Growth Lead to head the central Patient Coordination team at Otley HQ. You will convert enquiries to bookings, optimise diary use across nine practices and ensure an outstanding patient experience from first contact.

You’ll lead a high-performing customer-facing team, drive targets and KPIs, and work with senior leadership to align commercial goals with patient care.

Qualifications

• Experience leading and developing a customer-facing team.
• Proven ability to drive targets, KPIs and measurable performance.
• Commercial awareness and the ability to identify opportunities for growth.
• Strong data, reporting and conversion metrics.
• Excellent communication and leadership skills.
• Balance commercial objectives with a patient-first approach.
• Proactive mindset to spot opportunities and act on them.

Responsibilities

• Leading, coaching and developing the Patient Coordination team
• Driving performance against 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 white space within clinician diaries
• Monitoring enquiry-to-booking conversion and opportunities lost
• Using data and reporting to identify trends and growth opportunities
• Creating accountability while maintaining a positive, supportive culture
• Identifying training needs and providing coaching to improve performance
• Ensuring telephone, email and digital enquiries receive exceptional service
• Managing escalated patient concerns professionally
• Working with practice teams and senior leadership to align commercial objectives with the patient journey

Skills

Team leadership

Performance targets

Customer experience

Data reporting

Communication skills

Coaching

Commercial awareness

Patient-first

Proactive mindset

Job description

Growth Lead

Target Dental Group x The People Advisory

Location: Otley HQ, West Yorkshire

Supporting: 9 dental practices across the group

Type: Full-time, Permanent

The Opportunity

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.

You’ll be responsible for:

• 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.

You’ll ideally bring:

• 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