[Hiring] Contractor Performance Manager @Crawford & Company

Role Description

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.

• Build, train and performance manage a network of quality contractors and suppliers within your geographic area.
• Recruit and vet quality suppliers to meet the demand of the business including allowance for surge events and all work streams.
• Continually manage the capacity of the suppliers, adapting to changes in demand and service offering.
• Interpret and utilise management information to inform your priorities in managing your suppliers.
• Advise, train, support and drive performance improvements with your suppliers throughout your geographic area.
• Adopt a continuous improvement approach to supplier management, using both qualitative and quantitative data.
• Identify poor performance and take preventative action with suppliers including goal setting and putting on performance improvement plans.
• Undertake site and desktop/file audits on suppliers as necessary and write up findings and improvement plans.
• Attend to and mediate on complaints when escalated always considering the business impact upon cost and reputation.
• Proactively manage new and existing supplier relationships through communication strategies, reporting, MI, forums and regular meetings.
• Manage internal and external client relationships by ensuring suppliers deliver excellence against key measures (SLAs/KPIs).
• Attend and promote the Contractor Connection service at internal and external client meetings as required.
• Ensure all suppliers’ compliance with H&S, FCA procedures and TCF requirements.
• Participate in appropriate delivery of products, services and initiatives.
• Achieve growth and financial targets.
• Promote the Company ethics and values, focus on what matters to the customer and promote clients’ brands.

Qualifications

• Proven experience in insurance property reinstatement or building repair, including managed repair, contractor-side, loss adjusting or a claims supply chain.
• 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 focused 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.

Requirements

• 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.

Company Description

Crawford & Company is the world's largest publicly listed independent provider of claims management and outsourcing solutions. For over 85 years, we've combined global expertise, industry-leading technology, and a people-first approach to help restore and enhance lives, businesses, and communities.

With more than 9,000 colleagues across 70+ countries, we're united by a shared purpose and commitment to delivering exceptional outcomes for our clients. We call this One Crawford.

In addition to compelling career opportunities that span countless fields and disciplines, Crawford & Company also offers employees a competitive salary with a strong benefits package and ongoing training and mentorship programs through every stage of your career.

Our Commitment to Inclusion: At Crawford & Company we are committed to creating an inclusive work environment. We don’t just talk about diversity and inclusion; we aim to infuse it into everything we do – underpinning our strategy with three core elements: Consciousness, Capability, Culture.

We are also proud to be a Disability Confident Committed Employer. We are committed to accommodating applicants with disabilities throughout the hiring process.

If you have an accommodation need, please email [email protected] as soon as possible to make any reasonable adjustments.

So, what are you waiting for? Apply today, we’re looking forward to your application.