About this role
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 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. 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