Davies
Home Emergency Team Manager- Evenings (3pm–11pm)
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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 most
At 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
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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
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
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