Service Product Manager

Location: Radcliffe

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 inside and outside (for the sunnier days).Your future, with us Working at mydentist means you’ll be part of the UK’s leading provider of affordable dental care, which has over 500 practices nationwide 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

Hybrid role including 2 days per week in Support Centre Competitive salary
22 days’ holiday on joining, rising to 27 days per year with service (plus bank holidays)
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 s 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 KPIsWork 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 candidate would ideally have the following skillset
-Configuring ESM or ITSM platforms (Service Desk Plus, Service Now, 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!