Emergency Team Manager- Evenings

Knowledge and Abilities:

Department: Claims Management

Location: Preston

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.

• 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

• 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

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

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

• 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

• 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