We have an opportunity for a dynamic individual to join our Claims leadership team as a Technical Development and Quality Assurance Manager on a 12-month secondment.

This person will lead a team, supporting our Home Assessing department, with technical expertise, training, and development. A key function of this role is to lead a team of technical and non-technical staff to deliver regular, consistent reviews that highlight our progress toward strategic objectives and identify areas where improvement is warranted. As a leadership role, it focuses on fostering a culture of trust, strong people management, and customer-centric practices.

About The Opportunity

• Monitor and evaluate the performance of both service providers and internal Home Assessors, focusing on key metrics such as cost efficiency, workmanship quality, and customer satisfaction.
• Actively managing performance, workflow allocation, and workload balance of QAC’s to support the delivery of consistent, high-quality audits in line with Youi SLA’s and repair standards.
• Proactively manages risks by promptly reporting incidents, following processes and seeking improvements, always complying with Workplace Health and Safety policies and procedures.
• Develop and maintain effective stakeholder relationships to ensure high standards of customer satisfaction.
• Identify opportunities to contribute and improve operational efficiency and regulatory compliance.
• Ensure high-quality communication between QAC’s, suppliers, and customers to ensure a seamless and professional service experience that reflects our Youi Values.
• Ensure strict adherence to Youi’s Quality Repair Framework for all home repairs, maintaining a strong focus on safety, compliance, and exceptional build quality.
• Create and maintain an environment that encourages employee wellbeing and engagement.
• Carry-out performance improvement plans through coaching sessions and mentoring to create a high-performing team.
• Utilise resources efficiently and effectively to ensure targets are achieved.
• Oversee the team’s workload to ensure administrative tasks are delivered within operational timeframes.

About You

• Minimum 5 years construction, assessing, home claims or related industry experience.
• Tertiary qualifications in a Business-related degree preferred.
• Excellent verbal, written, and interpersonal communication skills to promote collaboration and support with internal and external stakeholders.
• General understanding of contractual legislation, regulatory frameworks, and industry codes for all states of operation.
• Knowledge of statistics, data collection, analysis and data presentation and reports.
• High attention to detail and time management skills.
• Leadership qualities that aligned to Youi's leadership framework, the 8Q’s.
• Be able to motivate, coach and develop your team to deliver high results.
• Thrive in a high-performance team environment and willingness to learn and adapt your skills.
• Completion of Youi's 6-month probation period.

If you are looking for the next step in your career and this role speaks to you, apply today or reach out to Esther Hammond for more information about this opportunity.