Home Emergency Team Manager- Evenings (3pm-11pm)

Location: Office Based (Fulwood, Preston)- Hybrid after 6 months Rota: Full-time rolling rota (7-3 and 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 LeadershipLead, coach and inspire a team of 12-16 Home Emergency handlersProvide ongoing training, support and developmentMonitor performance to ensure quality, productivity and customer outcomes are consistently achievedFoster a culture of empathy, urgency and accountabilityService DeliveryOversee end-to-end handling of emergency repair casesEnsure vulnerable customers receive timely, compassionate supportResolve escalations and remove blockers to ensure swift case progressionWork cross-functionally to maintain service levels during busy periods or seasonal surgesQuality and PerformanceConduct regular call listening and case auditsIdentify trends, risks and improvement opportunitiesDrive delivery of key KPIs including telephony, case progression, closures, revenue and deploymentUse data insights to ..... full job details .....