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Home Repair Network Controller

Req ID:
Bristol; Gloucester

Home Repair Network Controller

South West of the UK - Homeworking (this role will require you to travel to suppliers and customers across the South West of the UK)

Full Time, Permanent Position

Let’s be brilliant for our customers

Join our Supplier Oversight team as a Home Repair Network Controller, where you'll conduct audits, identify trends, and collaborate on action plans to elevate our Home and Commercial Claims supply chain.

About us

At Direct Line Group, insurance is just the start. Combining decades of industry experience with talented people in every field from data, technology, customer care and auto repair, to HR, finance, and procurement, we’re a customer-obsessed market powerhouse. And we all work together to be brilliant for customers, every single day.

It always feels good, helping people when they need it most. Taking calls, helping customers with queries, finding the right insurance product for their lifestyle. Helping to keep people safe on the roadside when their vehicle breaks down. Being a reassuring presence when someone needs to make a claim. Our contact centre teams give customers all kinds of support. It can get busy, but the culture, training and friendly teams are great here.

What you'll be doing

Reporting directly to the Operational Supplier Performance Manager, you'll manage several Building Contractors across the South West of the UK, ensuring contractual and customer service compliance. You'll be part of the wider Supplier Oversight team, working across our Home and Commercial Claims supply chain to support great customer outcomes whilst controlling claims costs.

  • Perform remote file and on-site audits, identify any leakage or trends, highlight any issues, deliver feedback and produce action plans

  • Capture agreed Supplier improvements and additional controls needed through a Supplier action plan and work with the Supplier Performance Manager to ensure delivery

  • Monitor supplier building scopes and identify any discrepancies, trends or themes that may impact the claim spend

  • Be a Subject Matter Expert concerning H&S protocols and ensure DLG has a consistent approach across the network so that all legal and regulatory requirements are met

  • Remedy poor supplier performance, mitigate risks, resolve operational and service incidents ensuring that root-cause analysis is undertaken and processes are amended/implemented

  • Undertake regular supplier reviews including joint site visits/Customer visits and stand alone customer engagement

  • Ensure compliance, accuracy of estimating and good building practices are adhered to following DLG Building Claims Protocol and industry guidelines

  • Maintain accurate controls around DLG operational risk associated with suppliers; internal actions that are driven from supplier audits; To then feedback and present in pre agreed formats to Suppliers and Internal Stakeholders

  • Work with Building Contractors and DLG teams to reduce end-to-end cycle times and remove failure demand, reduce complaints and increase Net Promoter Score

  • Work with DLG Procurement teams to share findings and work on change/improvements to then communicate with the wider community

  • Contribute to commercial projects (e.g. continuous improvement, new customer propositions, cost reduction and service improvements)

What we're looking for

Home based in the South West of the UK, you'll have previous experience of the Building Repair claims journey and a commitment to building strong relationships, ensuring the best outcome is achieved.

  • Existing knowledge of construction techniques industry best practices

  • Experience identifying root causes, contributing to both solving problems and continuous improvement efforts

  • Proficient in using multiple data sources and interpreting therein

  • Familiarity with categories and claims, demonstrating a sound knowledge base

  • Operational and product expertise within the field

  • Understanding of supply chain models, encompassing process design and enhancement

  • Awareness of external regulations, with a focus on category-specific implications

  • Excellent stakeholder management and engagement at all levels

  • Passion for customer centricity

What we offer in return
We wouldn’t be where we are today without our people and the wide variety of perspectives and life experiences they bring. That’s why we offer excellent benefits to suit your lifestyle and a flexible working model combining the best parts of home and office-working, varying with the nature of your role. Core benefits include:

  • Generous 9% employer pension contribution
  • Annual company bonus of up to 10%
  • 25 days holiday allowance (plus the option to buy or sell up to 5 days each year)
  • 50% off home, motor and pet insurance
  • Free travel insurance and Green Flag breakdown cover
  • Additional optional Health and Dental insurance
  • Plus, many more

There’s no-one else like you. No-one with the exact same mix of strengths, quirks, skills and thoughts. That’s why you could belong here. As part of a team of brilliant individuals, in a place that empowers you to be the best you can be.

We’re proud of who we are, of what we do, and what every single one of us brings. Every person, team, Squad, Tribe and Chapter, across every business that makes our Group. And we’re happy to say we’re customer obsessed.

Join us. Help us keep innovating and putting customers at the heart of everything. To be an insurance company of the future. When we work together, we can all achieve great things. Inspiring, challenging, and supporting each other to aim higher.

Difference makes us who we are. We believe everyone should feel comfortable to bring their whole selves to work – that’s why we champion diverse voices, build workplaces that work for people, and invest in the things that matter. From senior leadership to inclusivity networks, adaptive working to inclusion training, we’ve made it our mission to give you everything you need to be authentically you. Discover more at

Together, we’re one of a kind




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