Home Emergency Team Manager- Evenings (3pm-11pm)
16 days ago
Preston
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\n 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. \n 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\n\n • Lead, coach and inspire a team of 12–16 Home Emergency handlers\n, • Provide ongoing training, support and development\n, • Monitor performance to ensure quality, productivity and customer outcomes are consistently achieved\n, • Foster a culture of empathy, urgency and accountability\nService Delivery\n\n, • Oversee end-to-end handling of emergency repair cases\n, • Ensure vulnerable customers receive timely, compassionate support\n, • Resolve escalations and remove blockers to ensure swift case progression\n, • Work cross-functionally to maintain service levels during busy periods or seasonal surges\nQuality & Performance\n\n, • Conduct regular call listening and case audits\n, • Identify trends, risks and improvement opportunities\n, • Drive delivery of key KPIs including telephony, case progression, closures, revenue and deployment\n, • Use data insights to enhance team performance and customer experience\nCollaboration & Compliance\n\n, • Work closely with internal teams including IT, Operations and Field Deployment\n, • Support system improvements and process enhancements\n, • Ensure all work meets regulatory, safety and internal compliance standards\n, • Promote best practice and continuous improvement across the department\nKnowledge and Abilities:Essential\n\n, • Experience leading teams in a fast-paced contact centre or operational environment\n, • Strong people-leadership skills with the ability to motivate and inspire\n, • Excellent communication, decision-making and problem-solving abilities\n, • A customer-first mindset with empathy for vulnerable individuals\n, • Ability to analyse data, identify trends and drive performance\n, • Highly organised with strong attention to detail\nDesirable (but not essential)\n\n, • Experience supporting vulnerable customers\n, • Background in home emergency, repairs, maintenance or housing association environments\n, • Familiarity with 24/7 operational models\nBenefits\n Career & Purpose \n\n • Davies Innovation Lab\n, • Leadership training programme\n, • Funding for professional qualifications\n, • Thrive at Davies; learning opportunities\n\n Environmental & Social \n\n • The Davies Foundation\n, • Local charity funding\n, • Pennies To Heaven\n, • Employee Resource Groups\n, • Employee volunteering programme\n\n Financial Health \n\n • Pension, 5% employee and 5% employer contribution\n, • My Choices at Davies provides; High Street discounts and Financial wellbeing hub\n, • Life assurance: x4\n, • Refer a Friend\n, • Cycle to Work Scheme\n, • Lease car salary sacrifice\n, • Davies Incentive Plan\n, • Enhanced maternity, paternity and adoption pay\n\n Mental, Physical & Emotional Wellbeing \n\n • Wellbeing centre; move, munch, money & mind focus\n, • Discounts with 100's of UK retailers\n, • EAP; 24/7 confidential helpline\n, • 25 days holiday, increases to 26 days after 5 years and 27 after 10 years\n, • Flexible working\n, • Dress for your day\n, • Inclusive employment policies eg. Menopause, fostering friendly, fertility, sabbatical policy and baby loss and miscarriage\n, • Flexible benefits include; holiday purchase plan and a opportunity to purchase heath cash plan and BUPA dental plan\n\n #INDUKI