National Network Manager (24/7 Contractor Operations)

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National Network Manager (24/7 Contractor Operations)

Department: Claims Management

Employment Type: Permanent - Full Time

Location: Preston

Description

The National Network Manager is responsible for developing and maintaining the Davies Emergency Response nationwide contractor network. This network supports 24/7/365 resolution of domestic emergencies across UK & Ireland. The role ensures continuous national coverage, of high-quality rapid response contractors who prioritise while maintaining strong commercial control. A key focus is identifying and resolving network gaps in real time and optimising the financial performance of the contractor network through effective commercial management, cost control, and value-driven decision-making.

What will your day look like:

Network Performance, Coverage & Capacity

• Monitor national coverage levels and proactively identify network gaps by region, trade, or time of day.
• Implement corrective actions such as contractor reallocation, surge support, or onboarding new suppliers to maintain 24/7 resilience.
• Analyse demand patterns and ensure the network is scaled appropriately for peak periods, severe weather, and seasonal surges.
• Oversee real-time dispatch performance and ensure SLA adherence across all emergency trades.

Contractor Relationship, Quality & Compliance

• Build strong, collaborative relationships with contractors to drive engagement, performance, and retention.
• Conduct regular performance reviews, audits, and compliance checks, ensuring all contractors meet regulatory and safety standards.
• Support onboarding, training, and accreditation of new contractors to strengthen network capability.

Commercial & Financial Management

• Manage contractor commercial agreements and rate structures.
• Monitor and optimise the financial benefits delivered by the contractor network, including cost efficiency, leakage reduction, and value-for-money outcomes.
• Analyse contractor cost trends, job profitability, and commercial risks, implementing actions to improve financial performance.
• Support procurement activity, tender processes, and negotiation of new or renewed contractor contracts.

Operational Leadership

• Provide operational oversight for 24/7 claims and dispatch teams, ensuring seamless coordination with contractors.
• Lead escalation management for high-priority or complex cases.
• Develop and maintain emergency response protocols for surge events, outages, or national incidents.

Risk, Compliance & Safety

• Ensure all contractors maintain required certifications, insurance, and health & safety compliance.
• Oversee incident investigations and implement corrective action plans.
• Maintain accurate documentation and audit trails.

Data, Reporting & Insight

• Use MI dashboards to track KPIs such as attendance times, job completion rates, customer satisfaction, cost performance, and network coverage.
• Produce regular reporting on network gaps, contractor performance, and financial outcomes.
• Use data insights to drive continuous improvement and strategic optimisation of the network.

Knowledge and Abilities:

Key Skills & Competencies

• Strong contractor/supplier management experience in emergency services, insurance, utilities, or field-service operations.
• Proven ability to identify, analyse, and resolve network gaps in a fast-moving 24/7 environment.
• Commercial acumen with experience managing contractor financial performance and delivering cost benefits.
• Excellent negotiation, relationship-building, and influencing skills.
• Analytical mindset with the ability to interpret operational and financial data.
• Resilient, decisive, and comfortable managing escalations and high-pressure situations.

Experience & Qualifications

• Proven experience developing and managing a national or regional contractor network, preferably across Home Emergency and Social Housing sectors.
• Demonstrable experience managing the financial performance and commercial benefits of contractor networks.
• Background in home emergency, insurance claims, property services, or similar field-service environments.
• Experience with SLA-driven operations and real-time performance management.
• Full UK driving licence (travel required).

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