Network Executive

hometree.co.uk; Remote; GBP 25,000 - 30,000; Full time

Job summary

A leading home care provider in the UK is searching for a Network Executive to manage and expand their engineer network. This role, which involves remote working and traveling to sites, requires expertise in claims operations, data analysis, and customer relationship management. You will need to ensure high performance amongst engineers and maintain regulatory compliance. The position offers competitive pay, 25 days holiday, and the chance to make significant improvements in customer satisfaction.

Benefits

25 days holiday plus bank holidays and your birthday.

Qualifications

• Previous experience in claims operations is preferred with an understanding of claims processes.
• Skilled in analysing and interpreting data for insights.
• Familiarity with Gas Safe regulations.

Responsibilities

• Expand the engineer network using data insights.
• Monitor engineer performance for service and KPIs.
• Ensure engineers maintain valid Gas Safe registrations.
• Build strong relationships with engineers.
• Act as escalation point for network issues.
• Assess engineer performance to maintain customer satisfaction.
• Collaborate with teams to refine tools and processes.
• Implement cost-control measures and monitor trends.
• Lead recovery of costs from closure jobs.

Skills

Claims Experience

Data Analysis

Commercial Awareness

Technical Proficiency

Regulatory Knowledge

Customer Focus

Organisational Skills

Adaptability

Interpersonal Skills

Proactive Mindset

Job description

Salary: £25,000 - £30,000 per annum

Role type: Permanent

Location: Remote Working, YourRepair Network Responsibility, Travel To Soke-On-Trent Office

Reporting to: Claims Operations Manager

YourRepair, now part of Hometree as of 2022, was founded to provide high-quality, customer-focused home and boiler care plans across the UK. With years of expertise in plumbing and gas engineering, YourRepair offers fixed-price plans that cover boilers, heating, plumbing, and electrical systems for homeowners and landlords alike. Our UK-based, 24/7 support team ensures rapid response and peace of mind, while our no-insurance approach means no underwriters or paperwork delays. With flexible start dates, nationwide coverage, and long-term, budget-friendly pricing, YourRepair continues to be a trusted choice for reliable home maintenance and repair services.

The Role

The network executive role is designed to right-size and maintain our engineer network across the UK, ensuring that we always have enough coverage across Hometree and Your Repair to fulfil all customer servicing and repair requirements, as well as driving strong customer satisfaction and commercial results. Travel to both sites (Stoke and Peterborough) plus Head Office is essential, and you will also be expected to visit engineers nationwide.

Responsibilities

• Network Growth: Expand the engineer network in line with customer demand, using data insights to ensure strong range and density across all UK postcodes.
• Preferred Partner Expansion: Grow the preferred engineer base proportionately to overall network growth to maintain a reliable and high-performing pool.
• Performance Management: Monitor engineer performance to ensure exceptional service and KPI compliance, removing underperformers promptly.
• Compliance Oversight: Ensure all engineers maintain valid Gas Safe registrations, insurance, and required documentation through regular audits.
• Relationship Building: Develop and sustain strong relationships with all engineers, promoting collaboration, engagement, and loyalty.
• Issue Resolution: Act as the main escalation point for network-related challenges, ensuring timely and effective support for engineers and internal teams.
• Customer Satisfaction: Continuously assess engineer performance to maintain high customer satisfaction, providing feedback and implementing improvement plans.
• Process Improvement: Collaborate with Product and IT teams to refine systems, tools, and processes that enhance engineer efficiency and service quality.
• Cost Management: Implement cost-control measures, monitor claim spend trends, and identify opportunities to maintain and improve profitability.
• Financial Recovery: Lead the recovery of costs from closure paid jobs and complaint payment clawbacks, working closely with business teams to maintain financial discipline.

What we’re looking for

• Claims Experience: Previous experience in claims operations is preferred, with a solid understanding of end-to-end claims processes
• Commercial Awareness: Strong understanding of cost controls, relationship management, and delivering an excellent customer experience.
• Data Analysis: Skilled in analysing and interpreting data to generate insights that drive informed decisions and operational improvements.
• Regulatory Knowledge: Familiarity with Gas Safe regulations and compliance standards to ensure adherence across the engineer network.
• Technical Proficiency: Tech-savvy with experience collaborating with IT and Product teams to enhance systems, tools, and workflows.
• Proactive Mindset: Solutions-focused approach with the ability to anticipate challenges and implement effective actions.
• Organisational Skills: Highly organised with exceptional attention to detail and the ability to manage multiple priorities effectively.
• Customer Focus: Capable of balancing operational efficiency with a strong commitment to customer satisfaction and service quality.
• Interpersonal Skills: Excellent communication, negotiation, and stakeholder management abilities to build strong professional relationships.
• Adaptability: Comfortable working in a fast-paced, evolving environment, maintaining composure and effectiveness under pressure.

Recruitment Process

• Initial Call: Introductory call with Junior Talent Acquisition Specialist (30 mins).
• Skills-Based Interview: Detailed discussion with Claims Operations Manager (1 hr).
• Final Interview: Interview with Director of Customer Operations (30 mins).

Perks of the job

• 25 days holiday plus bank holidays and your birthday.

Equal Opportunity Employer

At Hometree, we are committed to creating an inclusive and representative environment. We know that different experiences, perspectives and backgrounds make for a better workplace and a better planet. Together, we celebrate differences and promote a culture where you can bring your full self to work. We promise to give you the same opportunities as everyone else and we won't discriminate against you at any point in the hiring process or the working day. This includes how we source talent, our interview process, our conditions of employment, feedback and everything in between.