Davies
Home Emergency Team Manager- Evenings (3pm–11pm)
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Home Emergency Team Manager- Evenings (3pm–11pm)
Department: Claims Management Location: Preston
Description
Location: Office Based (Fulwood, Preston)– Hybrid after 6 months Rota: Full‑time rolling rota (7–3 & 3–11) Make a real impact when people need it mostAt Davies, we support customers facing urgent home emergencies — from heating failures to essential repairs — and we pride ourselves on being there when they’re at their most vulnerable. We’re looking for a dynamic, people‑focused Team Manager to lead a high‑performing team within our fast‑paced 24/7 emergency contact centre.
If you thrive in a rapid‑response environment, can motivate teams to deliver exceptional care, and enjoy solving problems under pressure, this role will suit you perfectly.
What will your day look like:
Team Leadership Lead, coach and inspire a team of 12–16 Home Emergency handlers Provide ongoing training, support and development Monitor performance to ensure quality, productivity and customer outcomes are consistently achieved Foster a culture of empathy, urgency and accountability Service Delivery Oversee end‑to‑end handling of emergency repair cases Ensure vulnerable customers receive timely, compassionate support Resolve escalations and remove blockers to ensure swift case progression Work cross‑functionally to maintain service levels during busy periods or seasonal surges Quality & Performance Conduct regular call listening and case audits Identify trends, risks and improvement opportunities Drive delivery of key KPIs including telephony, case progression, closures, revenue and deployment Use data insights to enhance team performance and customer experience Collaboration & Compliance Work closely with internal teams including IT, Operations and Field Deployment Support system improvements and process enhancements Ensure all work meets regulatory, safety and internal compliance standards Promote best practice and continuous improvement across the department
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Knowledge and Abilities:
Essential Experience leading teams in a fast‑paced contact centre or operational environment Strong people‑leadership skills with the ability to motivate and inspire Excellent communication, decision‑making and problem‑solving abilities A customer‑first mindset with empathy for vulnerable individuals Ability to analyse data, identify trends and drive performance Highly organised with strong attention to detail Desirable (but not essential) Experience supporting vulnerable customers Background in home emergency, repairs, maintenance or housing association environments Familiarity with 24/7 operational models
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Benefits
Career & Purpose Davies Innovation Lab Leadership training programme Funding for professional qualifications Thrive at Davies; learning opportunities Environmental & Social The Davies Foundation Local charity funding Pennies To Heaven Employee Resource Groups Employee volunteering programme Financial Health Pension, 5% employee and 5% employer contribution My Choices at Davies provides; High Street discounts and Financial wellbeing hub Life assurance: x4 Refer a Friend Cycle to Work Scheme Lease car salary sacrifice Davies Incentive Plan Enhanced maternity, paternity and adoption pay Mental, Physical & Emotional Wellbeing Wellbeing centre; move, munch, money & mind focus Discounts with 100's of UK retailers EAP; 24/7 confidential helpline 25 days holiday, increases to 26 days after 5 years and 27 after 10 years Flexible working Dress for your day Inclusive employment policies eg. Menopause, fostering friendly, fertility, sabbatical policy and baby loss and miscarriage Flexible benefits include; holiday purchase plan and a opportunity to purchase heath cash plan and BUPA dental plan #INDUKI
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