Service Delivery & Customer Experience Manager
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Location: Healix Group, Healix House, Esher Green
Are you passionate about creating exceptional customer experiences and driving service excellence? We’re looking for a Service Delivery & Customer Experience Manager to design, implement, and continuously improve the service delivery framework across Healix’s global assistance operations.
Required Criteria
* Proven experience in service delivery, customer experience, or operations management within an international assistance or insurance environment.
* Strong understanding of quality assurance methodologies and claims processes.
* Analytical mindset with proficiency in Excel, PowerBI, and VoC tools.
* Excellent communication skills with a global mindset and ability to engage at all levels.
* Highly organized, able to manage multiple priorities, and comfortable building frameworks from the ground up.
Desired Criteria
* Experience in Medical Assistance and/or Risk Management
Responsibilities
* Develop and maintain a global service delivery framework aligned with company values, SLAs, and international standards.
* Lead the Quality Assurance programme for customer interactions, including call monitoring, scoring, and feedback loops.
* Oversee the end‑to‑end claims process, ensuring timely, accurate, and empathetic handling.
* Design and manage VoC programmes, analyse feedback, and present actionable insights to senior leadership.
* Collaborate with cross‑functional teams—Sales, Operations, IT, Compliance, and Learning & Development—to align service goals.
* Conduct audits, track KPIs (NPS, QA scores, claims turnaround), and drive continuous improvement initiatives.
Company Description
We offer UK employee healthcare benefits, and travel, medical and security assistance in every corner of the globe. Our purpose is to help people in difficult situations – whether that’s a cancer diagnosis, a need for medical assistance when they’re far from home, or being caught up in conflict or natural disaster. We talk to them, support them, and make sure they get the help they need. If necessary, we’ll pull them out and bring them home.
We’re coordinators and problem‑solvers: experts at navigating the global health and security landscape. Our teams of doctors, nurses, travel and medical coordinators and security experts make sure that your people will be looked after, whatever happens supported by technology designed to help individuals, not slot them into a predetermined solution.
We work with governments, broadcasters, NGOs, international corporations, major insurers and more. No two clients are the same: we adapt our services to their needs. Most of us are on the front line; we keep our back office lean. We don’t use scripts, and we don’t time calls. We never lose sight of the fact that we’re dealing with real people.
We focus on ensuring our highly trained specialists have the space and time they need to be effective. We let them use their initiative to get the job done, because the situations they face often throw up unexpected challenges – and no protocol survives contact with the real world.
Our clients have thousands of employees and customers, at home and abroad, so they need a business big enough to handle any situation. But they chose Healix because they also need an organisation that’s personal enough to care. Our people are driven to do things in the best way, not the way they have always been done. We work hard, and our efforts are rewarded with great development opportunities and a supportive team spirit.
We want to nurture this friendly and dynamic company culture so that we can continue to attract diverse talent with a breadth of knowledge and world‑class skills. As a part of Healix, you can expect a range of excellent benefits and an environment where people really do care.
Contract Details
Contract Type: Full‑time
Closing Date: Friday 19th December, 2025
Salary: From £50,000.00 yearly to £55,000.00 yearly
Job Metadata
* Seniority level: Not Applicable
* Employment type: Full‑time
* Job function: Other
* Industries: Hospitals and Health Care
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