Contractor Connection- Contractor Performance Manager

- This role is to manage the performance and capacity of Contractor Connection’s supply chain of building contractors and other suppliers to meet or exceed key performance metrics.

- To implement the company’s supply chain strategy delivering against the necessary quality, service level, cost and other objectives and to manage agreed projects through to delivery.

Essential

- Proven experience in insurance property reinstatement or building repair. That could be managed repair, contractor-side, loss adjusting or a claims supply chain. I'd merge your two "reinstatement" lines into this one.
- Experience managing supplier or contractor performance against SLAs and KPIs, including audits, improvement plans and holding difficult performance conversations.
- Working knowledge of CDM Regulations 2015, H&S and asbestos regulations as they apply to domestic and commercial repairs.
- Understanding of FCA conduct requirements in claims: Consumer Duty, complaints handling (DISP) and fair treatment of vulnerable customers.
- Comfortable using data and MI (Excel or similar) to set priorities and show improvement.
- Experience resolving complaints and disputes with contractors and customers.
- Behaves in a strong customer focussed way at all times to develop and maintain Member partnerships and client relationships
- Full UK driving licence, and able to travel regularly across the region with occasional overnight stays.

Desirable

- CIOB or RICS membership, or working towards it
- CII (e.g. Cert CII) or CILA qualification
- Experience recruiting and onboarding contractors, including vetting and compliance checks
- Experience responding to surge events like flood, storm or freeze, and scaling capacity quickly
- Ability to validate scopes and costs, e.g. schedules of rates or estimating
- Site safety qualification such as SMSTS, SSSTS, IOSH or NEBOSH
- Knowledge of the UK claims market and insurer client expectations
- Experience with claims or job management systems and MI tools like Power BI
- Existing knowledge of the contractor market in the region