Senior Practice Support Advisor — Growth & Retention Lead

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

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