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Network Performance Manager
Department: Operations
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:
* Ensure the requirements of the Verso Management are adhered to.
* Support in handling and resolving all allocated cases or referrals, liaising with allocated contractors and suppliers regarding performance and delivery.
* Ensure all activities are completed in accordance with internal SLA's and KPI's by actively complying with the use of MI from group and related diary requirements.
* Undertake contractor reviews and site audits to achieve agreed percentage coverage, ensuring compliance, accuracy of estimating, quality of works, use of best practice, and adherence to approved scopes.
* Produce audit and all requested reports within agreed SLA's and prescribed templates.
* Undertake activities/projects as delegated by Verso Management to ensure that team performance is maximised.
* Take on all appropriate tasks in the claims process, ensuring they are progressed as required in accordance with SLAs and best practice.
* Provide guidance and support to others within the team to enhance overall team effectiveness and promote team ethic at all times.
* Arbitrate in circumstances where complaints are referred, ensuring reports are clear and carried out within SLA to achieve resolution.
* Monitor volumes within agreed areas and, where required, recruit and onboard new contractors, ensuring compliance and assurance requirements are in place.
* Actively promote all aspects of the business at all times.
* Recommend and support technical training for contractors in highlighted weak areas and monitor improvements.
* Ensure Key Performance Indicators / SLA targets are reached and maintained.
* Actively promote the principle of Treating Customers Fairly.
* Ensure staff observe and work within group policies and procedures at all times, including behavioral standards policy, anti-bribery, expenses, and absence.
Knowledge and Abilities:
* Good construction and insurance knowledge.
* Proven ability to explore and challenge team structures to improve efficiency, effectiveness, and profitability.
* Excellent understanding of the business.
* Analytical skills that can be used to review and improve performance.
* Commitment and work ethic to delivering a high-quality service.
* Ability to work collaboratively with network contractors, clients, and customers to provide quality service.
* Understanding of the business and requirements within the department.
* Excellent administrative, communication, and IT skills.
* Good understanding of 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 opportunity to purchase health cash plan and BUPA dental plan
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