Software Support Team Leader

Henry Schein One; Gillingham; On-site; GBP 30,000 - 50,000; Full time

Job summary

Henry Schein One group seeks a Software Support Team Leader to lead a dynamic support team focused on enhancing customer satisfaction. This role entails managing team performance, resolving issues, ensuring service levels, and fostering a positive team culture, while offering proactive customer support and engagement. The successful candidate will have proven leadership skills and a customer-centric approach, with the opportunity to participate in international collaboration and specialized projects.

Qualifications

• Demonstrated experience in leading teams effectively.
• In-depth experience and thorough knowledge of customer service processes.
• Proven ability to work effectively under pressure.

Responsibilities

• Provide effective line management for direct reports, including day-to-day operations.
• Support individuals in maintaining anti-discriminatory practices.
• Proactively seek business and process improvement opportunities.
• Motivate and inspire your team to exceed targets.

Skills

Leadership Skills

Customer Service Expertise

Effective Communication

Time Management

Data Analysis Skills

Job description

About Us

At Henry Schein One UK, we are a tech company with a mission to redefine dental care, creating a future where personalised, AI-driven treatment and intelligent practice management come together to enhance patient care and build a thriving dental practice.

Celebrated as one of the ‘Sunday Times UK's Best Places to Work, our culture at Henry Schein One UK as an inclusive and forward-thinking company means we are committed to creating an environment that values diversity and flexibility and promotes equal opportunities for all individuals.

How we work

Customer success is at the heart of everything we do. We strive to ensure that each member of our team, regardless of their department or role, prioritises the success of the customer in every interaction. From our Commercial teams right through to Operations, every area of our business plays an instrumental role in shaping the value of our user’s experience.

Our customer success programmes are pivotal in maintaining dynamic feedback channels with our product teams, ensuring that we are always enhancing our software to align with customer needs. By delivering top-tier service, crafting innovative solutions, and offering proactive support, we are not just meeting expectations—we are creating long-lasting partnerships that drive positive outcomes.

How you’ll make an impact

As a Software Support Team Leader, you'll be an integral part of our Support team and collaborate closely with our practices. Reporting to the Global Head of Support, you'll lead your own team, playing a pivotal role in executing our business and departmental strategies. This role demands leadership and the ability to motivate your team to achieve various targets such as chat goals, customer satisfaction, NPS, and retention.

What you'll do

• Provide effective line management for direct reports, including day-to-day operations and performance management.
• Support individuals in a non-judgmental manner, maintaining anti-discriminatory practices.
• Maintain key service levels and promptly resolve verbal and written customer issues.
• Proactively seek business and process improvement opportunities with customer satisfaction in mind.
• Coach your team to maximise every customer interaction and consistently deliver results that exceed customer expectations.
• Manage cases and backlog to meet service level agreements (SLAs) and prioritise customer needs.
• Motivate and inspire your team to exceed targets and key performance indicators (KPIs) while focusing on customer outcomes.
• Facilitate continuous staff development and recommend appropriate training to enhance customer service skills.
• Collaborate with seniors and development teams to efficiently resolve issues impacting customer satisfaction.
• Ensure proper team resourcing during breaks, training sessions, and shift times to maintain quality customer support.
• Foster a positive team culture that encourages collaboration, idea-sharing, and a commitment to customer-centric values.
• Demonstrate enthusiasm, excellence, and receptiveness to new ideas that enhance the customer experience.
• Work with your Line Manager to identify areas for team improvement or development that directly impact customer satisfaction.
• Actively participate in special projects and other duties as needed, including generating accurate reports to monitor and improve customer outcomes.

Once a month, you'll convene at the Gillingham office for two consecutive days to collaborate with the team. Every two weeks, you'll engage in international team calls with colleagues from Australia and Canada. Additionally, you may attend trade shows to deliver presentations and demonstrations if required.

What you’ll bring with you

• Proven Leadership Skills: Demonstrated experience in leading teams effectively.
• Innovative Thinking: Track record of idea generation, innovation, and creative problem-solving.
• Success in Challenging Roles: Previous experience in succeeding in challenging roles.
• Effective Motivator: Ability to motivate individuals with diverse personalities.
• Achievement of Targets: Experience in achieving team targets.
• Quick Learner: Ability to learn quickly and adapt to new challenges.
• Time Management: Proficiency in personal diary and rota management.
• Ability to Perform Under Pressure: Proven ability to work effectively under pressure.
• Customer Service Expertise: In-depth experience and thorough knowledge of customer service processes, systems, and quality measures.
• Customer-Centric Approach: Capability to lead, motivate, and inspire a team to deliver best practices and consistently engage customers to meet or exceed targets.
• Challenging Customer Assumptions: Skill in uncovering customer needs and challenging assumptions constructively and professionally.
• Cross-Departmental Collaboration: Ability to collaborate with other departments to create an innovative and cohesive environment.
• Excellent Communication: Strong written and verbal communication skills.
• Change Management: Experience in managing teams through periods of change.
• Data Analysis Skills: Prior experience in data analysis and interpretation.
• Solution Orientation: Solution-oriented mindset with a strong approach to problem-solving.
• Attention to Detail: Excellent eye for detail, ensuring accuracy when working with complex data.