At a Glance
- Tasks: Lead and inspire a team to handle urgent home emergencies with empathy and efficiency.
- Company: Join Davies, a dynamic firm dedicated to supporting customers in crisis.
- Benefits: Enjoy competitive pay, flexible working, and extensive professional development opportunities.
- Other info: Be part of a supportive culture with excellent career growth and wellbeing initiatives.
- Why this job: Make a real difference by helping vulnerable customers during their most challenging times.
- Qualifications: Experience in team leadership and a customer-first mindset are essential.
The predicted salary is between 35000 - 42000 £ per year.
Description
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.
What will your day look like
- 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
Knowledge and Abilities
- 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
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 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.
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.
#J-18808-Ljbffr
Home Emergency Team Manager- Evenings (3Pm–11Pm) in Rishton employer: Davies
Davies is an excellent employer, offering a vibrant work culture in Glasgow that fosters professional growth and development for its employees. With a focus on collaboration and innovation, the company provides comprehensive training and mentorship opportunities, ensuring that you can thrive in your role as a Senior Paralegal. Additionally, the dynamic legal environment allows for meaningful contributions to motor litigation cases, making your work both rewarding and impactful.
StudySmarter Expert Advice🤫
We think this is how you could land Home Emergency Team Manager- Evenings (3Pm–11Pm) in Rishton
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Davies. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Davies before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Home Emergency Team Manager- Evenings (3Pm–11Pm) in Rishton
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Davies:Your cover letter is your chance to shine! Tell us why you want to work at Davies specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Davies!
How to prepare for a job interview at Davies
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
