Building Network Manager

Job Title:

Building Network Manager

Location:

Leicester, London or Bexhill (all hybrid, but with an excellent degree of flexibility)
Welcome to Hastings Direct We’re a digital insurance provider with ambitious plans to become The Best and Biggest in the UK market. We’ve made huge investments in our data and tech capabilities over the past few years, along with nurturing our 4

Cs culture. We’re proud of the journey we’re on as a company and know that our continued success will rely on the contribution of our talented colleagues. We provide insurance for over four million customers, but we know there’s even bigger opportunity out there. The fact you’re now reading this job advert means we’ve tempted you to find out more about #lifeatHD – we really hope you like what you see, and you’ll join us to share in the success of the exciting chapter that lies ahead.  

We understand some people may not apply for jobs unless they feel they tick every box. If you’re excited about joining us and think you have some of what we’re looking for, even if you’re not 100% sure we would love to hear from you. Role overview We’re looking for someone to build and manage a strong and effective building repair network for Home Claims customers.

Day to day, you’ll be making sure that we have the right contractors in the right places, doing quality repairs quickly, safely and at a fair cost, whilst providing outstanding customer support.

You’ll lead colleagues (and the network) to continuously improve performance, working closely with MI and internal teams to keep the service simple, well controlled and focused on great customer and business outcomes.

Job details – you’ll need to have demonstrable experience in:
Owning the strategy, set up and operational management of the Hastings Direct building repair network, making sure it supports strong customer outcomes, quality, resilience and commercial performance

Finding, onboarding and developing contractors with the right coverage, capacity, capability and standards to meet current and future repair demand and supporting procurement and commercial activity, including contractor selection, requirements and pricing arrangements

Leading contractor performance across contractual standards, including quality, timeliness, communication, complaints, cost and customer experience and using MI and insights to spot trends, fix root causes and improve costs, quality, cycle time, as well as customer experience

Managing budgets, forecasts, repair costs and supplier performance, finding ways to control spend without compromising customer outcomes

Leading, coaching and developing colleagues supporting the repair network as our operating model grows, fostering a culture of accountability, collaboration, high performance and customer focus

Maintaining strong quality assurance, including scope checks, technical reviews, audits and field inspections and making sure contractors and internal processes meet company, contractual, conduct, regulatory, health and safety and CDM requirements

Essential skills/experience:
Strong experience in home/property claims, building repairs, restoration or construction management, with a clear understand of repair journeys combined with customer outcomes

Proven background and ability in managing contractor networks or supply chain partners, including onboarding, governance, performance and continuous improvement

Excellent commercial awareness, with experience of managing budgets, repair costs, supplier performance and indemnity spend

Strong understanding of contractor governance, quality assurance, risks and controls and service standards

Confident using MI and insights to assess performance, identify trends and drive improvements to cost, quality, cycle time and…