Location: Esher
Salary: Up to £66,000 (Based on Experience)
We’re introducing a new and critical role at Healix: Front Line Desk Manager, responsible for leading the global delivery of our 24/7 Front Line Desk operations.
This role sits at the very start of the case lifecycle—ensuring every client interaction is handled with speed, accuracy and clinical/operational integrity. You’ll oversee the consistent delivery of high-quality case intake, triage, risk and eligibility assessment, enabling safe, seamless progression across our global assistance network. You’ll combine hands‑on leadership of the UK team with broader responsibility for setting standards, driving performance and embedding consistency across international hubs.
What we’re looking for
Experience
* Experience leading front-line or contact centre operations in a 24/7, high-volume environment
* Background in medical assistance or other time‑critical, complex service environments
* Proven ability to manage team performance and deliver against SLAs/KPIs at scale
* Experience in case intake, triage and operational governance frameworks
Technical expertise
* Strong understanding of case lifecycle management, including triage, risk assessment and escalation
* Knowledge of operational governance, quality assurance and audit requirements
* Experience driving continuous improvement and service standardisation
Tools & data
* Proficient in case management systems, telephony/multichannel platforms and BI tools (e.g. Power BI)
* Strong Microsoft 365 skills and confidence using AI tools
* Exposure to workforce planning and real‑time performance management is advantageous
Stakeholder & personal capability
* Strong communication skills, with the ability to operate effectively in high‑pressure environments
* Proven ability to prioritise, problem‑solve and make decisions in real time
* Collaborative approach, working across teams, functions and geographies
Qualifications
* Degree (or equivalent experience) in Operations, Emergency Services or a related field
* Leadership qualification (e.g. ILM Level 5/7) desirable
What you’ll be doing
Service Delivery Leadership
* Own 24/7 Front Line Desk performance across all global hubs, setting and maintaining standards for first‑contact quality and efficiency
* Ensure high‑quality case creation at first point of contact, including accurate data capture, triage, categorisation, risk/vulnerability assessment and eligibility verification
* Drive consistent, structured handover to downstream operational teams, ensuring seamless case progression
* Monitor and manage key service metrics including speed to answer, triage timeliness, quality, rework and complaint rates
* Lead service recovery activity where performance deviates from agreed standards
Leadership & Team Management
* Line manage the UK Front Line Desk team, delivering performance management, coaching and development
* Foster a culture of accountability, quality and continuous improvement
* Ensure appropriate resourcing and coverage to meet operational demand and SLA requirements
Governance, Quality & Risk
* Establish and maintain robust operational controls and procedures across case intake
* Own governance including SOPs, documentation standards, QA frameworks, case reviews and incident management
* Ensure compliance with safeguarding, data protection and auditability requirements
* Maintain a clear view of operational risks, with defined controls and mitigation plans
Performance, Insight & Improvement
* Use MI and data insights to drive targeted improvements in performance and quality
* Lead continuous improvement initiatives, reducing failure demand and simplifying processes
* Provide clear, data‑driven reporting on performance, risks and trends to senior stakeholders
Global Collaboration & Systems
* Partner with operational leaders across hubs to ensure alignment, standardisation and seamless handovers
* Work closely with Technology teams to optimise case management systems, telephony and workflow tools
* Actively manage telephony (IVR) to ensure efficient routing and first‑time resolution
Change & Operational Readiness
* Ensure the Front Line Desk is ready to scale and adapt to new clients, geographies and demand peaks
* Support structured change delivery with clear governance, impact assessment and adoption
Why join Healix?
At Healix, our values guide everything we do: Put people first, Think independently, Earn trust. As Front Line Desk Manager, you’ll play a key role in shaping how we deliver critical, global support from the very first interaction—making a real difference to outcomes, every day.
Our benefits
* Commitment to career development and training
* Health insurance
* Vacation, Paid time off
* Retirement plan and/or pension
* Gym membership or wellness programs
* Cycle to work scheme
* Life insurance
* Employee Assistance Scheme
Healix is an equal opportunities employer and we welcome applications from all suitably qualified persons regardless of their race, sex, disability, religion/belief, sexual orientation or age.
#J-18808-Ljbffr