National Enquiries Manager

2 weeks ago

City of Whitehorse, Australia Dental Boutique Full time

About Dental Boutique

Dental Boutique is a leading cosmetic dental practice dedicated to transforming smiles and lives across Australia and New Zealand. With a strong reputation for excellence and a commitment to innovation, we have grown rapidly and are now seeking a dynamic customer engagement leader to oversee and enhance our enquiry management processes on a national scale.

Our Vision

We aim to be the top cosmetic dental practice in Australia and to be the go-to practice for all cosmetic dentistry procedures. Our goal is to always exceed our client's expectations in creating beautiful and healthy smiles and create raving fans through living our core values:

  1. We Care and Respect
  2. We Deliver What We Say We Will Do
  3. We Do Everything with Passion
  4. We Pay Attention to Detail
  5. We Lead the Way

The Role

As the National Enquiries Manager, you will play a strategic role in driving the success of Dental Boutique's customer engagement. You will lead a team responsible for managing all incoming patient enquiries, ensuring that our communication processes are efficient, responsive, and aligned with our company's mission and values. Your strategic insight and leadership will be key to optimizing our patient journey from the initial enquiry to the consultation stage, ultimately contributing to the growth of our business.

Key Responsibilities

  1. Strategic Leadership: Develop and implement strategies to enhance the efficiency and effectiveness of enquiry management across all clinics.
  2. Team Management: Lead, mentor, and manage the national enquiries team, ensuring high performance and continuous improvement.
  3. Process Optimization: Analyze current enquiry handling processes and implement improvements to increase conversion rates and patient satisfaction.
  4. Data-Driven Decisions: Monitor and analyze key performance indicators (KPIs) to identify trends and make data-driven decisions to optimize performance.
  5. Customer Experience: Ensure that all patient interactions are aligned with our values, delivering exceptional service and building long-term relationships.
  6. Collaboration: Work closely with clinic managers, marketing teams, and other stakeholders to ensure alignment and consistency in handling enquiries across all locations.
  7. Reporting: Provide regular reports and insights to senior management on the performance of the enquiries team, including recommendations for further improvements.

About You

  1. 5 or more years experience in a similar role within a fast-paced environment, ideally in the healthcare or customer service sectors.
  2. Strong leadership and team management skills, with a track record of driving performance and achieving results.
  3. Strategic thinker with the ability to develop and implement effective processes and strategies that align with business goals.
  4. Excellent communication and interpersonal skills, with the ability to build relationships at all levels and manage diverse teams.
  5. Strong problem-solving skills, with a proactive approach to overcoming challenges.
  6. Data-driven approach to decision-making, with experience in using KPIs to drive improvements.
  7. Passionate about delivering exceptional customer service and enhancing the patient experience.
  8. Ability to thrive in a fast-paced and dynamic environment, with a flexible and adaptable mindset.

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