Front Line Desk Manager in Esher

Location: Healix Group, Healix House, Esher Green

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 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

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.

About The Role

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

Skills Needed

About The Company

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 co-ordinators and problem-solvers: experts at navigating the global health and security landscape. Our teams of doctors, nurses, travel and medical co-ordinators 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. More importantly, we adapt to the practical and human needs of the individuals we protect.

Company Culture

Instead, 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.

Required Criteria

• Proven experience managing front-line or contact centre operations in a 24/7, high-volume environment, with accountability for SLA delivery (e.g. speed to answer, response times, quality).
• Strong understanding of initial case lifecycle processes, including triage, categorisation, risk/vulnerability assessment and eligibility/verification—ideally within medical assistance or similarly time-critical environments.
• Demonstrated ability to drive performance, manage quality and implement operational controls, including QA frameworks, SOPs, service recovery and continuous improvement.

Desired Criteria

• Experience working across multiple regions or hubs, with exposure to standardisation, handovers and cross-team collaboration in a 24/7 model.
• Experience using case management systems, telephony platforms (IVR) and MI/BI tools (e.g. Power BI) to monitor performance and improve workflows.
• Knowledge of capacity planning, forecasting and real-time resource management to support fluctuating demand and maintain service levels.

Closing Date Thursday 18th June, 2026

Contract Type fulltime

Salary Based on Experience