Acumen Claims Limited
Contracts Managers – North and South
Role Purpose
The Contracts Manager is responsible for the successful delivery of repair and reinstatement projects from instruction through to completion.
The role ensures contractors deliver works safely, to specification, within agreed timescales and following the designed scope whilst maintaining an excellent customer experience.
Working closely with Surveyors, the Repairs Management Team, Claims Handlers, contractors and insurer clients, the Contracts Manager will monitor project progress, resolve issues, control quality, manage contractor performance and ensure projects are completed efficiently and professionally.
This role is critical in protecting indemnity spend whilst ensuring customers receive a high-quality repair service.
There are two opportunities available. The South role will cover the Home Counties including London and the South West, up to Birmingham/Peterborough. The North role will cover from Birmingham/Peterborough up to Scotland. These claims tend to be more complex.
Key Responsibilities
Contractor Performance Management
- Manage the day-to-day performance of appointed contractors.
- Monitor contractor KPIs and service levels.
- Hold regular contractor review meetings.
- Challenge poor performance and implement improvement plans.
- Ensure contractors comply with Acumen processes and client requirements.
- Recommend removal or suspension of poorly performing contractors where appropriate.
Project Delivery
- Oversee multiple live repair projects simultaneously.
- Monitor progress against agreed programmes.
- Ensure works remain within the authorised scope.
- Identify delays and proactively resolve issues.
- Escalate risks before they impact customers or clients.
- Ensure projects are closed promptly following completion.
Scope & Cost Control
- Ensure contractors only complete authorised works.
- Review variation requests.
- Challenge unnecessary additional works.
- Liaise with Surveyors regarding technical queries.
- Ensure delegated authority limits are followed.
- Monitor repair costs against reserves and expected spend.
Quality Assurance
- Carry out desktop and site-based quality inspections.
- Ensure repairs meet required workmanship standards.
- Confirm specifications are followed correctly.
- Identify recurring quality issues and implement corrective actions.
- Work alongside Surveyors where technical expertise is required.
Customer Experience
- Ensure customers receive regular communication throughout repairs.
- Resolve customer concerns and complaints relating to repair delivery.
- Monitor contractor customer service standards.
- Drive positive customer outcomes throughout the repair journey.
Operational Management
- Work closely with the Repairs Management Team to maintain workflow.
- Assist in prioritising urgent and high-risk claims.
- Support mobilisation of major losses.
- Attend project meetings where required.
- Maintain accurate records within Apex and associated systems.
Compliance
- Ensure contractors comply with:
- Health & Safety legislation
- CDM requirements
- Building Regulations
- Client requirements
- Company procedures
- Insurance requirements
- Monitor contractor accreditation and competency.
- Ensure appropriate documentation is maintained.
Continuous Improvement
- Identify opportunities to improve repair processes.
- Support implementation of new systems and procedures.
- Develop contractor performance reporting.
- Share lessons learned across the business.
Key Performance Indicators
The Contracts Manager will typically be measured against:
- Repair completion times
- Contractor SLA compliance
- Contractor KPI performance
- Customer satisfaction
- Complaint levels
- Cost control
- Variation management
- Quality audit scores
- Project completion within agreed timescales
- Health & Safety compliance
- Surveyor and client feedback
Knowledge & Experience
Essential
- Experience managing repair or construction projects.
- Experience managing external contractors.
- Excellent understanding of domestic property repairs.
- Strong understanding of construction methods.
- Ability to interpret specifications and scopes of work.
- Experience managing multiple live projects.
- Excellent organisational skills.
- Strong communication and negotiation skills.
- Ability to manage competing priorities.
- Full UK Driving Licence.
Desirable
- Insurance repairs experience.
- Loss adjusting or surveying environment.
- Knowledge of domestic building pathology.
- Health & Safety qualification (IOSH or NEBOSH).
- Experience using claims or project management systems.
- Experience managing contractor performance against KPIs.
Skills & Competencies
- Strong leadership
- Commercial awareness
- Excellent planning and organisation
- Decision making
- Problem solving
- Influencing and negotiation
- Customer focus
- Attention to detail
- Technical understanding of property repairs
- Performance management
- Relationship building
- Resilience
- Accountability
Behavioural Expectations
The Contracts Manager will:
- Take ownership of projects from start to finish.
- Make informed decisions based on evidence and technical knowledge.
- Build trusted relationships with contractors, clients and colleagues.
- Challenge poor performance professionally.
- Always seek the most appropriate outcome for the customer and client.
- Demonstrate integrity and fairness in decision making.
- Promote continuous improvement across repair operations.
- Represent Acumen professionally at all times.
Pay: £30,000.00-£45,000.00 per year
Benefits:
- Company events
- Company pension
- Employee discount
- Health & wellbeing programme
- Life insurance
- Referral programme
Application question(s):
- To apply you must have experience of managing repair or construction project. You must also have experience of managing external contractors and have an excellent understanding of domestic property repairs.
Willingness to travel:
Work Location: Remote
