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    Manager, Software Support - United Kingdom - Henry Schein One group

    Henry Schein One group
    Henry Schein One group United Kingdom

    3 weeks ago

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    Description

    Henry Schein One provides leading online dental practice management software to thousands of dental professionals. We are shaping the future of how millions of patients interact with their dental practice. We aim to solve tough, real-world problems by continuously innovating in the product space.

    At Henry Schein One UK 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 impact

    As Manager, Software Support, you will work as an integral part of our Support team to create an innovative, efficient, and future-proof support desk. Reporting to the Head of Operations and Support HS One UK, you'll lead your own team, playing a pivotal role in executing our business and departmental strategies. You will ensure that our team leaders are challenged to generate and implement ideas, collaborating closely with our practices to get customers fully utilising the functionality of self-service options. 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

    • Lead and develop a high-performing team
    • Lead the recruitment efforts for your team, identifying and hiring top talent
    • Coach team members in best practices, fostering a culture of continuous development and a commitment to customer-centric values
    • Maintain a trusting, collaborative environment, enabling the team to thrive
    • Maximise customer experience by facilitating problem-solving to meet the changing needs of the business and its customers
    • Analyse Support data and provide executive reporting on progress and performance statistics for the team, reflecting departments' capabilities and strengths.
    • Utilise resources across teams to ensure there is sufficient coverage of suitably qualified TSMs for the current customer base, and ensure proper team resourcing during breaks, training sessions, and shift times to maintain quality customer support
    • Motivate and inspire your team to reach and exceed all set targets and KPIs
    • Manage cases and backlog to meet service level agreements (SLAs) and prioritise customer needs.
    • Provide input into annual budgeting and ensure the department is operating within financial controls.
    • Maintain up-to-date knowledge of industry regulatory changes and ensure the team is prepared for peak periods of change.
    • Collaborate and bring cross-functional cohesion with our Development team, prioritising initiatives focused on reducing customer contacts and driving chat demand forward via Bot and AI automation.
    • Promptly resolve verbal and written customer escalations.
    • Actively participate in special projects and other duties as needed, including generating accurate reports to monitor and improve customer outcomes.
    • Promote an inclusive and diverse culture, in line with the Henry Schein One values

    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

    • At least 3-5 years at senior or management level within a technical support, fast-paced environment, offering internal or external customer support using both phone and chat.
    • Solid experience in coaching, developing and motivating staff
    • Innovative and creative, with the ability to develop, deliver and evaluate brilliant ideas
    • Excellent verbal and written communication skills
    • Experience of improving team performance through efficiencies, methodologies or change management.
    • Ability to collaborate and coordinate work with multiple departments and stakeholders
    • Ability to multi-task and stay organised in a dynamic work environment, with excellent attention to detail
    • A drive to continuously improve and continuously develop processes and SaaS methodologies across the desk.
    • Demonstrated success in strategy development, execution and delivering results.
    • Excellent independent decision making, analysis and problem-solving skills
    • A passion for keeping up to date with 'what's new' in service desk technology
    • A working knowledge of CRM systems (e.g. Intercom, HubSpot, Zendesk, Salesforce) and their capabilities.
    • Desirable but not essential - experience running support teams across multiple countries and time zones.

    Benefits we offer

    • Hybrid / Remote working
    • Flexible working hours
    • Worldwide career progression opportunities
    • Access to co-working spaces around the world

    Diversity at Henry Schein One

    Diversity 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.

    Our Shared Values

    Consistently live and demonstrate Henry Schein One core values:

    • Mutuality
    • No politics
    • Each person as important as the next
    • Recognise creativity and encourage it
    • Open communication
    • Strong Ethics
    #J-18808-Ljbffr
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