Patient Care Team Lead (UK Market)

About the role

Impress, Europe’s leading health‑tech innovator in orthodontics, is looking for a dynamic Patient Care Team Lead to manage the UK market. Based at our Barcelona headquarters, you will lead a team of Patient Care Specialists, ensuring high‑quality interactions across all communication channels.

Key responsibilities

• Lead, coach, and develop a team of Patient Care Specialists.
• Monitor performance through KPIs, feedback sessions, and quality analysis.
• Maintain world‑class NPS and customer satisfaction metrics.
• Optimize workflows, manage call/chat/email volume forecasts, and handle escalations.
• Collaborate with Sales, Operations, Clinical, and Logistics teams for seamless patient care.
• Support hiring, onboarding, and training of new team members.
• Create and update training materials, processes, and procedures.

Required profile

• At least 1 year of experience leading a team in a customer‑service environment, preferably international.
• Full professional proficiency in English.
• Strong team spirit, interpersonal and written communication skills.
• Proactive, inclusive attitude with a drive for continuous improvement.

Required skills

What we offer

• International team in Barcelona’s Eixample district.
• Fixed annual compensation range: €25,000 – €30,000.
• 40‑hour work week, Monday‑Saturday schedule (one Saturday per month).
• Teeth aligner and whitening benefits.