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
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.S. 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.