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
- 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
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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
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
We are a specialist professional services and technology firm, working in partnership with leading insurance, highly regulated and global businesses.
We help our clients to manage risk, operate their core business processes, transform and grow. We deliver professional services and technology solutions across the risk and insurance value chain, including excellence in claims, underwriting, distribution, regulation & risk, customer experience, human capital, digital transformation & change management.
Our global team of more than 8,000 professionals operate across ten countries, including the UK & the U.S. Over the past ten years Davies has grown its annual revenues more than 20-fold, investing heavily in research & development, innovation & automation, colleague development, and client service. Today the group serves more than 1,500 insurance, financial services, public sector, and other highly regulated clients.
