Service Product Manager

Your future, as an Service Product Manager at mydentist

You’ll be joining our Tech & Transformation within our Support Centre, which is in Greater Manchester (M26 1GG).

• This is a fantastic opportunity to make a difference to mydentist’s 4 million patients
• The role is permanent and full time (37 hours)
• Supportive and experienced team.
• You will benefit from free onsite parking and Kearsley train station is just a short walk away.
• With an onsite mini market shop and casual seating space ins@ide and outs@ide (for the sunnier days).

Your future, with us

Working at mydentist means you’ll be part of the UK’s leading prov@ider of affordable dental care, which has over 500 practices nationw@ide and supports 4 million patients.

Here, you’ll be trusted to do your best work, balancing your career around your life. We’re ambitious, focusing on the big picture and transforming how patients discover dentistry. Supported by a talented and driven team, everyone is free to be themselves, where respect is a given and we’re always there for one another.

Your future, your benefits

• Hybr@id role including 2 days per week in Support Centre
• Competitive salary
• 22 days’ hol@iday on joining, rising to 27 days per year with service (plus bank hol@idays)
• Annual Bonus
• Health and wellbeing benefits, including a virtual GP service and Employee Assistance Programme helpline with free counselling sessions
• Access to fantastic discounts at cinemas, major retail brands, restaurants and coffee chains
• Recognition schemes including Support Centre Heroes and service awards

Your future, your role

As an Service Product Manager you would be responsible for the end-to-end practice support experience at mydentist. This role will ensure that support follows a standardised process driving simplicity across service teams.

• Lead the development and continual improvement of the end-to-end practice support journey
• Own the channel mix across voice, screen-aware help, the AI bot, portal and email
• Develop and maintain a standard support model, including processes, categories, SLA’s and handoffs, working with service owners to agree and implement appropriate standards across the services
• Own and Manage the ESM platform roadmap and backlog·
• Set up and report on support KPIs
• Work with service teams to assess their support requirements, @identify opportunities and support the implementation of agreed changes
• Own the knowledge strategy so self-service and the AI bot give accurate, up-to-date answers
• Support change and communications with a focus on service·
• Ensure the standard support model incorporates relevant data protection, clinical governance and information security requirements
• Identify and document areas where services are unable to align with agreed support standards and escalate significant exceptions through the appropriate governance process

The @ideal cand@idate would @ideally have the following skillset -

• Configuring ESM or ITSM platforms (ServiceDesk Plus, ServiceNow, Freshdesk or similar)
• Service catalogue design across multiple teams
• Contact channel technology across telephony, unified comms, chat and portals, and a clear view of where each is the right answer
• Report Dashboard configuration

Your future starts here

Build a fulfilling career with us, where you'll find the opportunity to develop your skills and shape our organic growth strategy, with the support of a caring and inclusive team who support one another.

Click to apply now!