Practice Support Advisor

Simplyhealth; United Kingdom; Hybrid; GBP 55,000 - 75,000; Full time

Job summary

Simplyhealth in the United Kingdom seeks a Senior Practice Support Advisor to back dentists and practice teams, driving retention and growth for the Denplan business. You will combine account management, customer service excellence and team coaching to deliver outstanding outcomes.

You’ll build relationships, manage complex queries, coach colleagues and identify opportunities to maximise value from our products and services, while supporting continuous improvement and attending the Hampshire

Qualifications

• Significant experience in customer service, account management or client relationships.
• Experience handling complex queries, complaints and escalations.
• Proven ability to build strong customer relationships and support retention and growth.
• Experience coaching or mentoring colleagues to improve performance.
• Experience working toward 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 the ability to manage competing priorities.

Responsibilities

• Build and maintain relationships with dentists and practice teams to support retention and minimise competitor risk.
• Manage telephone and email enquiries, delivering a professional and 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 initiatives and act as the team's SOP champion.
• Deliver induction training for new starters and share best practice across the team.
• Conduct call coaching and quality reviews, providing feedback to support development.
• Review performance data and assist management in identifying opportunities for improvement.
• Represent Denplan at events and generate leads through relationship-building activity.

Skills

Customer service

Account management

Relationship building

Coaching & mentoring

Stakeholder management

Data-driven decisions

Problem solving

Organisational skills

Growth mindset

Job description

At Simplyhealth, we're on a mission to improve access to healthcare for all in the UK. As a Senior Practice Support Advisor, you'll play a key role in supporting our member dentists and practice teams, delivering exceptional service while helping to drive retention, growth and customer satisfaction across our Denplan business.

This is a senior role within our Practice Support Team, combining account management, customer service expertise and team support responsibilities. You'll act as a subject matter expert, building strong relationships with dental practices, managing complex queries and escalations, identifying growth opportunities and helping practices get maximum value from our products and services.

You'll also support the development of colleagues through coaching, quality assurance activities, training and knowledge sharing, helping to create a high-performing team that consistently delivers excellent customer outcomes.

Key responsibilities include:

• Building and maintaining strong relationships with dentists and practice teams to support retention and minimise competitor risk.
• Managing telephone and email enquiries, providing a professional and positive experience for every customer.
• Handling complex customer queries, complaints and escalations through to resolution.
• Proactively identifying sales and growth opportunities within existing accounts and collaborating with Business Development Consultants to maximise them.
• Championing new systems, tools and self-service solutions with dental practices.
• Supporting continuous improvement initiatives and acting as the team's Standard Operating Procedure champion.
• Delivering induction training for new starters and sharing best practice across the team.
• Conducting call coaching and quality reviews, providing constructive feedback to support colleague development.
• Reviewing performance data and supporting management in identifying opportunities for improvement.
• Representing Denplan at events and generating leads through relationship-building activity.

This role follows our smart working approach, with regular attendance at our Hampshire head office and occasional UK travel, including overnight stays

About You

We're looking for a customer-focused and commercially minded professional who enjoys building relationships, supporting others and delivering excellent results. You'll be someone who leads by example, takes ownership and thrives in a fast-paced environment where no two days are the same.

To be successful in this role, you'll have:

• Significant experience in a customer service, account management or client relationship environment.
• Experience managing complex customer queries, complaints and escalations.
• A 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.
• The ability to identify process improvements and solve complex problems using sound judgement.
• Strong organisational skills, with the ability to manage competing priorities and perform effectively under pressure.
• Confidence using data and insights to support decision-making and continuous improvement.
• A full UK driving licence.

Most importantly, you'll be passionate about delivering outstanding customer experiences, helping your colleagues succeed and contributing to the continued growth of the Denplan business.

Your Recruitment Journey

We're committed to creating a recruitment experience that is fair, inclusive and accessible for everyone. We want every candidate to have the opportunity to demonstrate the skills and behaviours that will help them succeed at Simplyhealth.

Your recruitment journey will include:

• Application
• Introductory conversation with our Talent Acquisition Team
• Interview with the Hiring Manager
• Assessment activity
• Offer

If you require any adjustments during the recruitment process, we'll be happy to support you. We encourage applications from people of all backgrounds and experiences and are committed to creating an environment where everyone can thrive.