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) Make a real impact when people need it mostAt 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 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 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 #INDUKI