Team Manager, Emergency Response Centre Core Operations – Falck Global Assistance

Do you want to lead a specialised team of Assistance Coordinators handling some of the most complex and consequential cases in international assistance? Can you make sound, high-stakes decisions under pressure? And do you have experience leading teams in an emergency response or assistance environment? Then, join Falck and bring care into your career!

About the job

To uphold our commitment to clients in their most critical moments, we are looking for a Team Manager to join our Emergency Response Centre (ERC) in Copenhagen.

The Global ERC is a 24/7 operation managing complex international cases, including medical repatriations, air ambulance flights, and security evacuations for people in crisis, far from home.

As the operational backbone of this environment, you will lead a specialised team of Assistance Coordinators, providing the guidance, structure, and decision-making authority they need. You will be the primary escalation point for in-progress critical cases, making key operational decisions to secure the best possible outcome for the client while managing risk and cost.

This is a hands-on leadership role where you will be present in the work, close to the cases, and deeply accountable for your team’s results. Your key responsibilities will be:

• Team Leadership & Development: Provide daily hands-on coaching and guidance to build your team's capability and confidence in managing complex international cases. You will manage performance, nurture talent, and foster a collaborative environment that embodies Falck’s values.
• Operational & Case Management: Act as the primary escalation point for critical cases, making key operational decisions. You will oversee the end-to-end management of complex assistance cases, ensuring every case is handled with urgency, precision, and adherence to established best practices.
• Financial & Resource Management: Own and manage the team's operational budget, develop staffing schedules to ensure uninterrupted 24/7 service, and apply cost discipline in all case management decisions.
• Stakeholder Collaboration: Report on team performance to the Senior Operations Manager – Global Emergency Response Centre and collaborate with peer managers and support functions (HR, IT, Quality) to ensure your team can operate at the highest level.

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:

• Experience leading an operational or specialist team, ideally within an assistance, emergency response, healthcare, or travel security environment.
• A demonstrated ability to make sound, high-stakes decisions under pressure and the personal resilience to remain calm, decisive, and precise when situations escalate.
• A strong coaching and people development capability, with a track record of building expertise and confidence in a specialist workforce.
• An understanding of complex international case management, for example, medical evaluations, repatriations, or security operations.
• A care-first, accountable, and transparent mindset, with the collaborative skills to support your peers and contribute to a ONE Falck culture.

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 Head of Falck Global Assistance, Denmark - Director, Sune Jens Vibits at Sune.J.Vibits@falck.com.

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.