Team Manager, First Response Services Falck Global Assistance

Do you want to lead a team of first response professionals who help people in their most critical moments? Can you drive outstanding performance and ensure client satisfaction? And do you have a passion for coaching others and helping them succeed? Then, join Falck and bring care into your career!

About the job

To shape the experience Falck’s clients receive when they need us most, we are looking for a Team Manager to join our First Response Services team in the Nordics.

The Team is the first point of contact for customers who need assistance during their travels, for example, in cases of acute illness or injury.

You will be responsible for building, guiding, and sustaining a team of first response professionals who show up for clients in their most critical moments. At Falck, we turn care into action by supporting our frontline, ensuring every client interaction reflects the highest standards of quality, empathy and efficiency.  

This is not a coordination role; it is a leadership role combining hands-on people leadership with clear financial and operational accountability. Your key responsibilities will be:

• Team Leadership & Development: Provide daily coaching, guidance, and support to team members. Manage performance through structured one-to-ones and formal reviews, and foster a positive, collaborative team environment that embodies Falck’s Winning Behaviours.
• Operational & Service Delivery: Monitor and manage team performance against all key metrics, including response times, quality scores, and client satisfaction. Act as the first point of escalation for complex issues, ensuring consistent adherence to standard operating procedures (SOPs).
• Financial & Resource Management: Own and manage the team’s operational budget, tracking costs and maintaining financial discipline. Develop and maintain staffing schedules based on demand forecasts to ensure optimal team utilisation.  
• Stakeholder Collaboration: Report on team performance to the Senior Operations Manager of First Response Services and collaborate with peer Team Managers and support functions (HR, IT, Quality) to ensure your team has the tools and support needed to succeed.  

About you

We care about your personal growth. At Falck, you will build and deepen your expertise through targeted training, exciting assignments or projects that tackle the healthcare challenges people and societies are facing.  

As such you might not be seasoned in all aspects of the role yet, but to set you up for success, we imagine that you already have:  

• Demonstrated capability for coaching and developing people, with a track record of building engaged teams, ideally from a senior role in a service or assistance environment.
• Strong operational acumen, with experience in or an understanding of budget management and workforce management principles (e.g., scheduling, forecasting).
• A care-first, accountable and collaborative mindset, with a structured approach to your work and a passion for contributing to a ONE Falck team culture. 
• A resilient and continuous improvement-oriented mindset, with the ability to remain effective and grounded in a fast-paced, high-stakes environment. 
• Ideally, a university or Professional Bachelor’s degree or other relevant higher education.

Fluency in Danish and English is required, and proficiency in additional Nordic languages is considered an advantage.

Bring care into your career

At Falck, every action we take helps people live safer and healthier lives. That is why a career with us impacts more lives than your own.  

Whether you develop or deliver healthcare solutions – or support the people who do – you will have the chance to build a career in a leading healthcare company. Working with a global team of more than 25,000 colleagues that puts care at the heart of everything they do. ​

Join us and help shape the future of sustainable healthcare.  

Got more questions?

If you have any questions about the position or what we can offer, you’re welcome to contact Senior Operations Manager of First Response Services, Bujar Neimi at [email protected].  

Visit www.falck.com/careers to learn more about working at Falck and meet some of the people who turn care into action every day.

Before you apply

You only need to include your CV when applying – no photo or cover letter is required. During the interview, you’ll have the opportunity to tell us more about yourself and why you’d like to join Falck. 
We don’t ask for photos because we believe the best first impression is made in person.

The position is located in Falck FCC, Sydhavnen, Copenhagen.

Join a culture of care

Care is at our core. We care for the people we help and for each other. With colleagues from many different countries, each bringing their unique skills, you will be part of a professional community built on trust and close collaboration. You will have supportive leaders who empower and inspire you and work to create an environment where open and honest conversations are valued, and your contributions recognised.