At a Glance
- Tasks: Lead our 24/7 Front Line Desk operations and ensure high-quality client interactions.
- Company: Join Healix, a company dedicated to putting people first and making a real impact.
- Benefits: Enjoy health insurance, vacation time, career development, and wellness programs.
- Other info: Dynamic role with opportunities for growth and collaboration across global teams.
- Why this job: Shape global support delivery and make a difference every day.
- Qualifications: Experience in front-line operations and strong leadership skills required.
The predicted salary is between 66000 - 66000 € per year.
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.
Front Line Desk Manager in Esher employer: Healix Health
Healix is an exceptional employer that prioritises the well-being and development of its employees, offering a supportive work culture where values such as putting people first and earning trust are at the forefront. As a Front Line Desk Manager in Esher, you will benefit from comprehensive career development opportunities, health insurance, and wellness programmes, all while playing a pivotal role in delivering critical global support. Join us to make a meaningful impact in a dynamic environment that fosters collaboration and continuous improvement.
StudySmarter Expert Advice🤫
We think this is how you could land Front Line Desk Manager in Esher
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, attend relevant events, and don’t be shy about asking for introductions. We all know that sometimes it’s not just what you know, but who you know that can help you land that Front Line Desk Manager role.
✨Tip Number 2
Prepare for those interviews by practising common questions related to leadership and operational management. We recommend doing mock interviews with friends or using online platforms to get comfortable. The more you rehearse, the more confident you’ll feel when discussing your experience in high-pressure environments.
✨Tip Number 3
Showcase your skills with real examples! When you’re in an interview, use specific instances from your past roles to demonstrate how you’ve successfully managed teams and improved service delivery. We want to hear about your achievements in case intake and triage—make them memorable!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive and engaged with our company. So, get your application in and let’s make some magic happen together!
We think you need these skills to ace Front Line Desk Manager in Esher
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter to highlight your experience in leading front-line operations. We want to see how your background aligns with the role of Front Line Desk Manager, so don’t hold back on showcasing relevant skills!
Showcase Your Leadership Skills:Since this role involves managing a team, it’s crucial to demonstrate your leadership experience. Share specific examples of how you've driven performance and fostered a culture of accountability in previous roles. We love a good success story!
Highlight Technical Expertise:Don’t forget to mention your proficiency with case management systems and any BI tools you’ve used. If you’ve got experience with Microsoft 365 or AI tools, make sure to include that too! We’re keen on candidates who are tech-savvy.
Apply Through Our Website:We encourage you to submit your application through our website for the best chance of being noticed. It’s the easiest way for us to keep track of your application and ensure it gets into the right hands!
How to prepare for a job interview at Healix Health
✨Know the Role Inside Out
Before your interview, make sure you thoroughly understand the Front Line Desk Manager role. Familiarise yourself with the key responsibilities, especially around case lifecycle management and operational governance. This will help you demonstrate your knowledge and show that you're genuinely interested in the position.
✨Showcase Your Leadership Skills
Prepare examples of how you've successfully led teams in high-pressure environments. Highlight your experience in performance management and continuous improvement initiatives. Be ready to discuss specific situations where you drove team success or improved service delivery.
✨Demonstrate Technical Proficiency
Brush up on your knowledge of case management systems and BI tools like Power BI. Be prepared to discuss how you've used these tools in previous roles to enhance operational efficiency. Showing that you're tech-savvy will give you an edge in a role that relies heavily on data and technology.
✨Communicate Effectively
Strong communication skills are crucial for this role. Practice articulating your thoughts clearly and confidently. During the interview, focus on how you can collaborate across teams and manage stakeholder expectations, especially in a global context. This will showcase your ability to thrive in a diverse environment.
