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

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.

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• Lead, coach and inspire a team of 12–16 Home Emergency handlers
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• Provide ongoing training, support and development
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• Monitor performance to ensure quality, productivity and customer outcomes are consistently achieved
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• Foster a culture of empathy, urgency and accountability
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• Oversee end-to-end handling of emergency repair cases
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• Ensure vulnerable customers receive timely, compassionate support
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• Resolve escalations and remove blockers to ensure swift case progression
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• Work cross-functionally to maintain service levels during busy periods or seasonal surges
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• Conduct regular call listening and case audits
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• Identify trends, risks and improvement opportunities
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• Drive delivery of key KPIs including telephony, case progression, closures, revenue and deployment
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• Use data insights to enhance team performance and customer experience
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• Work closely with internal teams including IT, Operations and Field Deployment
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• Support system improvements and process enhancements
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• Ensure all work meets regulatory, safety and internal compliance standards
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• Promote best practice and continuous improvement across the department
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• Experience leading teams in a fast-paced contact centre or operational environment
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• Strong people-leadership skills with the ability to motivate and inspire
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• Excellent communication, decision-making and problem-solving abilities
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• A customer-first mindset with empathy for vulnerable individuals
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• Ability to analyse data, identify trends and drive performance
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• Highly organised with strong attention to detail
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• Experience supporting vulnerable customers
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• Background in home emergency, repairs, maintenance or housing association environments
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• Familiarity with 24/7 operational models
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Career & Purpose

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• Davies Innovation Lab
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• Leadership training programme
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• Funding for professional qualifications
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• Thrive at Davies; learning opportunities
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Environmental & Social

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• The Davies Foundation
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• Local charity funding
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• Pennies To Heaven
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• Employee Resource Groups
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• Employee volunteering programme
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Financial Health

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• Pension, 5% employee and 5% employer contribution
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• My Choices at Davies provides; High Street discounts and Financial wellbeing hub
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• Life assurance: x4
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• Refer a Friend
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• Cycle to Work Scheme
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• Lease car salary sacrifice
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• Davies Incentive Plan
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• Enhanced maternity, paternity and adoption pay
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Mental, Physical & Emotional Wellbeing

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• Wellbeing centre; move, munch, money & mind focus
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• Discounts with 100's of UK retailers
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• EAP; 24/7 confidential helpline
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• 25 days holiday, increases to 26 days after 5 years and 27 after 10 years
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• Flexible working
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• Dress for your day
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• Inclusive employment policies eg. Menopause, fostering friendly, fertility, sabbatical policy and baby loss and miscarriage
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• Flexible benefits include; holiday purchase plan and a opportunity to purchase heath cash plan and BUPA dental plan
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