Team Leader, Software Support

Job Description

Job title: Team Leader, Software Support

Company: Henry Schein One

Job description: Support Team LeaderJob descriptionHenry Schein One provides a multitude of services in the dental sector. With Henry Schein one we work with two dental practice management systems; EXACT (Software of Excellence) which is server based and Dentally which provides cloud based online dental practice management software that helps thousands of dental practices and professionals.At HSOne, our purpose is to make life better for dentists, practice managers, and patients around the world. This purpose sits at the centre of everything we do. We support our people to do the best work of their lives so that they strive to improve how millions of patients interact with their dental practice.How you’ll make an impactAs a Software Support Team Leader, you will work within the Support team and alongside our practices. Responsible for your own team, reporting to and working closely with the Global Head of Support, you will play a key role in executing our business and departmental strategies. This role requires the ability to lead and inspire your team to achieve set targets (Chat targets, customer outcomes, NPS and retention).What you’ll do

• Effective line management of direct report(s).
• Ensure team exceeds customer expectations.
• Help create and strategically evolve our best practice approach to customer success; ensuring this is implemented within the global team.
• Support individuals in a non-judgemental way based on the principals of anti-discriminatory practice.
• Ensure key service levels are met.
• Pro-actively seek out business and process improvement opportunities.
• Coach your team to ensure we maximise every interaction with every customer.
• Ensure we deliver results to our customers in a consistent way.
• Manage cases and backlog to ensure SLAs are met.
• Motivate and inspire your team to reach and exceed all set targets / KPIs.
• Ensure continuous development of staff.
• Identify and recommend appropriate training for team members.
• Keep the Global Head of Support informed of performance vs targets; and in good. time on any issues that may impact performance vs the KPIs.
• Manage workload and resources so that departmental cover is maintained.
• Action and resolve verbal and written customer issues.
• Identify staff performance issues, discuss and agree action plans.
• Work closely with the Seniors and Development team to ensure all issues are raised and resolved in a timely manner.
• Ensure team resourced correctly over breaks, training sessions and shift times.
• Implement a positive culture within the team to ensure the team feel empowered (Collaboration, implement new ideas raised by team members, sharing success stories, incentives etc.).
• Carry out work willingly and to the highest standard, be receptive to / bring forward new ideas and promote an enthusiastic atmosphere while leading by example.
• Work closely with Line Manager to review and identify areas within the team that require improvement or development.
• Be always an enthusiastic team player. Participate in special projects and perform other duties as required.
• Production of data and reports.
• Ensure all requested reports are accurate and are sent in a timely manner.
• Manage the day to day running of a team, including monthly 1-2-1’s, reviews and performance management where required.
• Attend Trade shows when required to deliver presentations and demonstrations if required.

What you’ll bring with you

• Proven experience with leading teams.
• Experience of succeeding in challenging role.
• Ability to motivate varied personality types.
• Experience in achieving team targets.
• Ability to learn quickly.
• Personal diary and rota management.
• Proven ability to work under pressure.
• In depth experience and a thorough knowledge of customer services processes, systems and quality measures.
• To be able to lead, motivate and inspire a team to deliver best practice and engage customers consistently, thus ensuring all targets are met/exceeded.
• Uncover need, and be able to challenge customer assumptions in a constructive and business-like fashion.
• Work alongside other departments to create a cohesive, innovative environment for your team and each other.
• Excellent communication skills – written and verbal.
• History of idea generation, innovation & creative problem solving.
• Experience of managing teams through change.
• Prior data analysis and interpretation experience.
• Solution orientated with a good approach to problem solving.
• Excellent eye for detail – ability to work with complex data always ensuring accuracy.

Why Henry Schein One?At Henry Schein One we support many types of flexible working arrangements that allow you to balance your work, your life, and your passions. We offer a great remuneration package with benefits that support a range of lifestyle choices and requirements. Henry Schein One encourages continuous improvement and career development.Our collaborative and inclusive culture is one we’re immensely proud of. We know that a diverse workforce is a strength that enables businesses, including ours, to better understand and serve customers, attract top talent, and innovate successfully. So, from the you start with us, you’ll feel welcome and supported to do the best work of your life.Benefits we offer
. * Fully remote working.

• Flexible working hours.
• Potential career progression into our product development teams.
• Worldwide career progression opportunities.
• Access to co-working spaces around the world.

Diversity at Henry Schein OneDiversity at Henry Schein One is all about you being you. Diversity and inclusion are integral to every aspect of our business, we push boundaries fuelled by a diverse set of voices and a desire to make a difference. We are proud to be an equal opportunity employer. All qualified candidates are considered without regard to race, colour, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, or age. We welcome everyone to our team; we foster creativity and ambition throughout our business. We’re making a difference every day and you can too.We are a leading provider of dental technology solutions, and we are committed to developing innovative products and services that help dental professionals deliver the best possible care to their patients.If you are passionate about dental technology and want to be part of a team that is making a difference, then Henry Schein One is the place for you. We offer a variety of career opportunities, from software development to customer support. We are always looking for talented and motivated individuals to join our team.Together, we can change the future of dental care.Here are some of the ways we are changing the future of dental technology:

• We are developing cloud-based practice management software that makes it easier for dental professionals to manage their practices.
• We are developing artificial intelligence-powered tools that help dentists diagnose and treat dental conditions more accurately.
• We are developing teledentistry solutions that make it possible for dentists to provide care to patients in remote areas.
• We are developing virtual reality and augmented reality tools that help dentists train and educate their patients.

We are just getting started. We are committed to changing the future of dental care, and we need your help. Join us and be part of the team that is making a difference.

Expected salary:

Location: United Kingdom

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