Senior Practice Support Advisor (Denplan)

At Simplyhealth, we're on a mission to improve access to healthcare for all in the UK. As a Senior Practice Support Advisor, you'll play a key role in supporting our member dentists and practice teams, delivering exceptional service while helping to drive retention, growth and customer satisfaction across our Denplan business.

This is a senior role within our Practice Support Team, combining account management, customer service expertise and team support responsibilities. You'll act as a subject matter expert, building strong relationships with dental practices, managing complex queries and escalations, identifying growth opportunities and helping practices get maximum value from our products and services.

You'll also support the development of colleagues through coaching, quality assurance activities, training and knowledge sharing, helping to create a high-performing team that consistently delivers excellent customer outcomes.

Key responsibilities include:

• Building and maintaining strong relationships with dentists and practice teams to support retention and minimise competitor risk.
• Managing telephone and email enquiries, providing a professional and positive experience for every customer.
• Handling complex customer queries, complaints and escalations through to resolution.
• Proactively identifying sales and growth opportunities within existing accounts and collaborating with Business Development Consultants to maximise them.
• Championing new systems, tools and self-service solutions with dental practices.
• Supporting continuous improvement initiatives and acting as the team's Standard Operating Procedure champion.
• Delivering induction training for new starters and sharing best practice across the team.
• Conducting call coaching and quality reviews, providing constructive feedback to support colleague development.
• Reviewing performance data and supporting management in identifying opportunities for improvement.
• Representing Denplan at events and generating leads through relationship-building activity.

This role follows our smart working approach, with regular attendance at our Hampshire head office and occasional UK travel, including overnight stays