Home Emergency Team Manager – Evening Shift (3pm‑11pm)

About the role

Join Davies Group’s 24/7 Home Emergency Contact Centre as the Evening Team Manager, overseeing the 3pm‑11pm shift. You will lead a dedicated team that supports vulnerable customers during urgent home emergencies, ensuring rapid, compassionate assistance.

Key responsibilities

• Lead, coach and inspire a team of 12‑16 Home Emergency handlers, providing training and ongoing development.
• Monitor performance metrics to maintain quality, productivity and customer outcomes.
• Oversee end‑to‑end handling of emergency repair cases, ensuring timely support for vulnerable customers.
• Resolve escalations, remove blockers and collaborate cross‑functionally to sustain service levels during peak periods.
• Conduct regular call listening and case audits, identify trends and drive KPI delivery (telephony, case progression, closures, revenue).
• Use data insights to improve team performance and customer experience.
• Work with IT, Operations and Field Deployment to implement system and process enhancements while meeting regulatory and safety standards.

Required profile

• Proven experience leading teams in a fast‑paced contact‑centre or operational environment.
• Strong people‑leadership, communication, decision‑making and problem‑solving abilities.
• Customer‑first mindset with empathy for vulnerable individuals.
• Ability to analyse data, spot trends and drive performance improvements.
• Highly organised with meticulous attention to detail.

Required skills

What we offer

• Access to the Davies Innovation Lab and leadership training programme.
• Funding for professional qualifications and continuous learning opportunities.
• Supportive environment focused on environmental and social impact through the Davies Foundation.