Job Description

As a Team Lead in the support team, you will work within the team and alongside our practices. Responsible for your team, reporting to and working closely with the Support Manager, 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 (Call targets, customer outcomes, NPS and retention).

What you'll do 

• Effective line management of direct report(s), ensuring the team exceeds customer expectations
• Help create and strategically evolve our best practice approach to customer success; ensuring this is implemented across teams and 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
• Identify and recommend appropriate training for team members identifying staff performance issues, discuss and agree on action plans
• Reporting on performance vs targets and 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
• 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, implementing 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
• Lead and develop a high-performing team

• Coach team members in best practices, fostering a culture of continuous development and always leading by example
• Motivate and inspire your team to reach and exceed all set targets and KPIs
• Maintain a trusting, collaborative environment, enabling the team to thrive
• Lead the recruitment efforts for your team, identifying and hiring top talent 
• Promote an inclusive and diverse culture, in line with the Henry Schein One values 

Henry Schein is committed to the principle of equal opportunities in employment in all spheres of its operation. Henry Schein UK Holdings strives to operate a policy of equal opportunity and not discriminate against any person gender, race, colour, nationality, ethnic or national origin, religion, sexual orientation, marital status, disability, age or any other characteristic protected by law.