Front Line Desk Manager in Surrey

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
• 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

Company Culture:

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