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About the Role

We are looking for someone to build and manage a strong and effective building repair network for Home Claims customers, ensuring quality repairs are completed quickly, safely, and at a fair cost, while providing outstanding customer support. You will lead continuous performance improvement, working closely with MI and internal teams to maintain a simple, controlled service focused on great customer and business outcomes.

Responsibilities

Own the strategy, setup, and operational management of the building repair network to support strong customer outcomes, quality, resilience, and commercial performance.
Find, onboard, and develop contractors with appropriate coverage, capacity, capability, and standards to meet current and future repair demand.
Support procurement and commercial activities, including contractor selection, requirements, and pricing arrangements.
Lead contractor performance across contractual standards, including quality, timeliness, communication, complaints, cost, and customer experience.
Utilize MI and insights to identify trends, address root causes, and improve costs, quality, cycle time, and customer experience.
Manage budgets, forecasts, repair costs, and supplier performance, seeking opportunities to control spend without compromising customer outcomes.
Lead, coach, and develop colleagues supporting the repair network, fostering a culture of accountability, collaboration, high performance, and customer focus.
Maintain strong quality assurance through scope checks, technical reviews, audits, and field inspections.
Ensure contractors and internal processes comply with company, contractual, conduct, regulatory, health and safety, and CDM requirements.

Requirements

Demonstrable experience in home/property claims, building repairs, restoration, or construction management, with a clear understanding of repair journeys and 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 in managing budgets, repair costs, supplier performance, and indemnity spend.
Strong understanding of contractor governance, quality assurance, risks, controls, and service standards.
Confident in using MI and insights to assess performance, identify trends, and drive improvements in cost, quality, cycle time, and customer experience.

Skills

Home/property claims
Building repairs
Restoration
Construction management
Contractor network management
Supply chain management
Commercial awareness
Budget management
Performance management
Quality assurance
MI and insights analysis

Location

Leicester
London
Bexhill

Work Type

Hybrid
Flexible working

Salary/Compensations

Competitive salary
£5k car allowance

Benefits

Flexible working
Competitive bonus scheme
Private medical insurance
Life assurance cover
Income protection
Matched pension contributions up to 10%
Discounts
Cashback
Free independent mortgage advice
Free access to financial wellbeing support
Thrive mental health app
Colleague assistance programme (24/7)
In-house mental health first aiders
Support groups
27 days annual leave + bank holidays
Option to buy or sell one week of annual leave
Health care cash back plans
Dental plans
Discounted health assessments
Cycle to work scheme
Tech scheme
Discounted and free onsite facilities
Social events

About the Company

Hastings Direct is a digital insurance provider with ambitious plans to become the Best and Biggest in the UK market.
Significant investments have been made in data and tech capabilities, alongside nurturing a 4Cs culture (colleagues, customers, company, community).
The company provides insurance for over four million customers.
The 4Cs principles focus on creating the right culture for colleagues, providing the right tools, delivering good outcomes for customers, growing the company profitably and sustainably, and investing in the communities served.

Equal Opportunity

As a Disability Confident employer, Hastings Direct is committed to ensuring recruitment processes are fully inclusive and provide fair access to support and adjustments.
Applications through the Disability Confident Scheme (DCS) are welcomed.
Hastings Group is an equal opportunities employer, treating people fairly regardless of gender, age, race, disability, ethnic background, religion/belief, sexual orientation, gender reassignment, or marital/family status.
Hastings Direct is committed to creating an inclusive environment where everyone has the opportunity to succeed.
Reasonable adjustments during the recruitment process are encouraged, and the recruitment team is available to provide support for a fair and accessible experience.