Home Emergency Team Manager- Evenings (3pm-11pm)

Department: Claims Management

Employment Type: Permanent - Full Time

Location: Preston

Description

Location: Office Based (Fulwood, Preston)- Hybrid after 6 months
Rota: Full-time rolling rota (7-3 & 3-11)

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:

• 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

• 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

• 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

• 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:

• 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

• Experience supporting vulnerable customers
• Background in home emergency, repairs, maintenance or housing association environments
• Familiarity with 24/7 operational models

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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