Contractor Performance Manager

Davies; Bolton; Hybrid; GBP 30,000 - 60,000

Job description

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Contractor Performance Manager

Department: Claims Management

Employment Type: Permanent - Full Time

Location: Bolton

Description

Working as part of the Network Performance Management Team, who are responsible for the overall management of the Verso Network. To work with the Verso Team, efficiently and effectively, in order to achieve business objectives, ensure compliant and consistent performance of allocated network contractors and suppliers to deliver best in class service and quality of repair. The successful applicant will need to be able to communicate professionally with a variety of people including customers, insurers, suppliers, contractors and colleagues. To be able to compose professional written correspondence, alongside ensuring compliance with our contractual and regulatory requirements.

What will your day look like:

1. To ensure the requirements of the Verso Management are adhered to.
2. To support all the above in handling and resolving all allocated cases or referral liaising with allocated contractors and suppliers regarding performance and delivery.
3. To ensure all activities are completed in accordance with internal SLA's and KPI's by active compliance with the use of MI from group and related diary requirements.
4. To undertake contractor reviews and site audits to achieve agreed percentage coverage making sure all contractors are being monitored. All types of claims to be visited, audited and reported on. Ensuring compliance, accuracy of estimating, quality of works, use of best practise and adherence to approved scopes.
5. Produce audit and all requested reports within agreed SLA's and prescribed templates.
6. To undertake activities/projects as delegated by Verso Management, where required, to ensure that the team performance is maximised.
7. To take on all appropriate tasks in the claims process and action personally or ensure they are escalated to the appropriate level. Ensure that personally, in terms of any work that has been delegated, direct or to allocated contractors is progressed as required in accordance with the SLAs and best practice.
8. To provide Guidance and support to others within the team so that overall team effectiveness is enhanced and promote team ethic at all times.
9. To arbitrate in circumstances where complaints are referred and ensure reports are clear and carried out within SLA to achieve resolution or reportable complaints making sure all parties are communicated with effectively and seen through to conclusion.
10. Monitor volumes within agreed areas and where required, recruit and onboard new contractors making sure all aspects of compliance and assurance requirements are in place.
11. Actively promote all aspects of the business at all times.
12. Recommend and support technical training for contractors in any highlighted weak areas and monitor improvements.
13. To ensure Key Performance Indicators / SLA targets are reached and maintained.
14. To actively promote the principle of Treating Customers Fairly.
15. To ensure staff observe and work within group policies and procedures at all times, behavioural standards policy, anti-bribery, expenses and absence.

Knowledge and Abilities:

1. Good construction and insurance knowledge.
2. Proven ability to explore and challenge team structures to improve efficiency, effectiveness and profitability.
3. Excellent understanding of the business.
4. Analytical skills that can be used to review and improve performance.
5. Commitment and work ethic to delivering a high-quality service.
6. Being able to work collaboratively with network contractors, clients and customers to provide a quality service.
7. Understanding of the business and requirements within the department.
8. Excellent administrative, communication and IT skills.
9. Good understanding of the use Microsoft Excel to log and review MI.

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; hybrid, work from home or join a collaborative office space
• 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 health cash plan and BUPA dental plan