Senior Practice Support Advisor (Denplan) - 12m FTC

Simplyhealth; United Kingdom; Hybrid; GBP 42,000 - 62,000; Full time

Job summary

Simplyhealth is seeking a Senior Practice Support Advisor for Denplan to support member dentists and practice teams across the UK, delivering outstanding service while driving retention and growth within the Denplan business.

The role combines account management, customer service, and team coaching, with responsibilities including handling complex queries, building robust relationships, and supporting continuous improvement. Regular office attendance in Hampshire with occasional UK travel.

Qualifications

• Significant experience in customer service or account management.
• Experience handling complex queries and escalations.
• Proven ability to retain and grow accounts.
• Experience coaching and developing colleagues.
• Experience meeting retention, quality and growth targets.
• Strong communication and stakeholder management.
• Data-driven decision making and problem solving.
• Full UK driving licence.

Responsibilities

• Build and maintain relationships with dentists and practice teams to support retention.
• Manage telephone and email enquiries with a professional, positive experience.
• Handle complex queries, complaints and escalations through to resolution.
• Identify sales and growth opportunities within existing accounts.
• Champion new systems, tools and self-service solutions.
• Deliver induction training and share best practice.
• Conduct call coaching and quality reviews for team development.
• Review performance data to identify improvement opportunities.
• Represent Denplan at events and generate leads.

Skills

Customer service

Account management

Client relationships

Coaching / mentoring

Stakeholder management

Data-driven decision making

UK driving licence

Job description

Senior Practice Support Advisor (Denplan) - 12m FTC

• Senior Practice Support Advisor (Denplan) - 12m FTC

About The Role

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.