Supplier Relationship and Performance Analyst

Hybrid – you choose the right balance of home and office. There will be occasional travel required to our Head Office in New Malden and our Claims Operations Centre in Sheffield as well as to our nationwide panel of suppliers.

About Homeprotect

 We founded Homeprotect on a simple principle – to provide protection to people underserved by the home insurance industry.

We’re experts at insuring people who want to build or buy a unique property, renovate, rent a home or leave it unoccupied. We can cover people who travel a lot, run a business from home or even collect rare treasures. We protect people who love living in a listed building, having a view of a river or sunbathing on a flat roof.

We can do this because our smart tech enables our customers to get an instant, online quote to cover a huge range of complex needs and our UK customer support teams are on hand to provide information and support when only a real person will do.

Our insurance has already empowered hundreds of thousands of people to protect their homes and the things they love. But we’re not content with being the leading provider of what’s called ‘non-standard’ insurance. We believe there’s no such thing as ‘standard’. We’re all unique and we all deserve home insurance designed with our individual needs in mind – something our combination of real people and smart tech enables us to do.

Our simple promise? Whoever you are and wherever you live, with Homeprotect we’ve got you covered.

What is it like to work here

Our customers come from all walks of life and so do our people. We’re a small but perfectly formed team, made up of insurance industry specialists alongside a diverse mix of technologists, data scientists and customer and marketing champions from all sorts of industries and backgrounds. We all bring our individual expertise, an appetite for innovation and a shared ambition to empower people to protect their homes and the things that they love.

Working in a fast-paced environment where change happens regularly is how we do things. But we also recognise that you’ll do your best work when you have the right balance, and that’s why we have fully embraced hybrid working, and in some cases, fully remote working, giving our teams the flexibility to choose the right location and working hours for them. We prefer to focus on the outputs of their work, not where they complete it. That said, there will be times when getting together in one location makes sense, but day-to-day, our teams have the freedom to decide where to work and we trust that they’ll make the right decision balancing the business needs and their own preferences.

Most companies think their culture is great, however at Homeprotect, we have the proof to back this up. We have been recognised externally as a Great Place to Work for the last three consecutive years. And in our latest survey, 94% of our employees agreed it’s a great place to work.

Sound good? Read on to find out more about joining our team…

Key Responsibilities

Reporting to the Supply Chain Manager, you will be working alongside the claim operations and resolution teams, the assurance team, and claims management team, where you will play a key role in ensuring that our supplier partners are delivering optimal customer and claim outcomes.

In your role, your key responsibilities will be:

• The primary point of contact for queries and issues both to and from our supplier partners, ensuring that supplier partners and our operational teams are aligned on service delivery;
• Ensure our supplier partners provide management information reports on the appropriate frequency to document ongoing performance in line with service levels in relation to customer service and indemnity spend/cost and using such MI to generate supplier performance reporting;
• Review and report on supplier performance against contractual service standards and ensuring delivery of key performance indicators;
• Providing commentary to the wider business explaining supplier performance and outcomes;
• Where it has been identified that supplier performance is not at the required standard, you will work with the Supplier and address any under-performance;
• In the event that regular or persistent service failures occur, you will carry out root cause analysis of process and performance to identify the issue, and will support the supplier in implementing a recovery plan until quality of service is resumed;
• Ensuring that any complaints identified have root cause analysis undertaken and appropriate action plans and resolutions put in place.
• Support, or where appropriate lead the resolution requirements;
• Chair regular operational meetings with the supply chain;
• Support the Supply Chain Manager in procurement activities, such as market assessment of potential providers, requests for information (RFI) and requests for proposal (RFP), contract and commercial negotiations
• Support any due diligence or auditing requirements that are carried out, or required by the business.

We would love to hear from people with the following skills and experience for this role:

• Good knowledge of the UK Home Claims market preferred.
• Experience in a similar Supplier Management role, preferably in an Insurance Claims environment.
• Excellent communication skills and the ability to influence senior stakeholders.
• Ability to analyse detailed MI to understand performance and commercial benefit, and to manage constructive discussion based on the information.
• Experience of managing supplier underperformance to performance.
• Strong problem-solving skills: able to effectively analyse new situations, and to suggest and implement pragmatic solutions.
• Conflict management skills including ability to facilitate constructive discussion between internal and supplier stakeholders.

We think we have a fantastic company culture and welcome new team members with open arms.  We also offer a great range of benefits, including:

• A genuinely flexible approach to work. We are really supportive of you flexing your hours and location to help you keep everything in your life in balance
• Opportunities to focus on your professional growth whether that’s through training or other personal development opportunities - we want you to build your long-term career with us
• Discounted home insurance for you, your friends and your family
• An in-house wellbeing programme including seminars and workshops from wellbeing coaches and professionals
• Home working starter kit and money to spend on additional equipment you may need
• Charitable giving scheme, so you can donate to our partner charity, or one of your choice 
• The opportunity to work alongside brilliant people, because this isn’t something that every organisation can offer!

On top of that, we also offer all the standard stuff, like:

• 25 days’ holiday (plus bank holidays) and the ability to buy and sell >5 days annually
• Private medical cover
• Life insurance
• Annual discretionary bonus scheme
• Pension contribution
• Free fruit and really good coffee for the days you come into the office
• Local and national retail discounts

Have we captured your imagination? If so, we’d love to hear from you!

Unique as Standard

We’re proud to be an equal opportunity employer, and actively encourage applications from all backgrounds, as long as you meet the knowledge, skills and experience criteria for the role and have the right to work in the UK. We think everyone can excel in the right environment – no matter your gender, age, ethnicity, sexual orientation, religion, disabilities or beliefs. We believe in celebrating difference, and everything that makes both our customers and people unique, by creating an environment where everyone can thrive.

We encourage you to let us know if you need any extra help with your application, or if you have any requirements at any stage of the recruitment journey.

Equally, lots of our staff at Homeprotect work flexibly and in a variety of ways, whether that’s different core hours or remote working. Please chat to us at your application or interview stage about the flexibility you need, as we’re always happy to explore what's possible for the role.

Your data will be maintained in line with our ‘recruitment data privacy policy’ found here.