Home Repair Network Controller
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.
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 directlinegroupcareers.com
Together, we’re one of a kind