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.