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- Reporting to the Head of Customer Service, you will be responsible for the overseeing and supporting the day-to-day management of the Contractor/Surveyor Onboarding and Management process.
- To include but not limited to providing training, guidance and support to Customers, Clients, Claims Handlers, Network Support Administrator, Contractors and Surveyors.
- As a manager, you will have overall accountability for the day to day running of the Contractors/Surveyors.
- You will be monitoring performance, dealing with escalated issues and closely managing outcomes and objectives. You will also be responsible for providing continued assistance to the Claims Handlers.
- Work with the Head of Customer Service, agree SLA and monthly contractor MI pack to help monitor and report on the Contractor performance and progress, ready for monthly board meeting.
- Site visits as and when required for complaints and dispute resolution.
- Review claims audit feedback with Technical Manager and Head of Customer Service.
About you:
- Ideal candidate will have previous contractor performance management experience.
- You must be a good team worker but able to exercise own judgement and able to work independently and make decisions.
- Exceptional interpersonal skills to work with the team to meet their short, medium and long term goals.
- Excellent prioritisation and planning skills.
- Effective communicator.
- Ability to collaborate and integrate into a wide team.
- Ability to take responsibility and ownership.
