Home Performance Consultant

Youi; Adelaide; On-site; AUD 90,000 - 120,000; Full time

Job summary

Youi in Australia is seeking a Home Performance Consultant to work with a national network of builders, restoration providers and repair partners to deliver quality repairs, regulatory compliance and sustainable outcomes.

You will coach providers, monitor performance, analyse trends, and manage costs while collaborating with Claims and internal stakeholders to improve customer satisfaction and business performance.

Qualifications

• Experience in insurance building claims or home assessing is preferred.
• Strong knowledge of residential construction and repair methodologies.
• Proven ability to manage service providers and drive performance conversations.
• Commercial acumen balancing customer outcomes, quality, and costs.
• Excellent communication and stakeholder management skills.

Responsibilities

• Build and maintain strong relationships with service providers, driving high standards in quality and customer satisfaction.
• Monitor and analyse performance metrics, identify trends and implement improvement plans across quality, compliance and outcomes.
• Coach and develop providers through performance discussions, training and capability-building initiatives.
• Investigate workmanship issues and support corrective actions for continuous improvement.
• Manage provider capacity and coordinate with Claims and internal stakeholders to ensure consistent service and repair outcomes.
• Support audits, compliance activities, and training initiatives as required.

Skills

Relationship management

Performance coaching

Client communications

Negotiation

Analytical thinking

Stakeholder management

Problem solving

Quality & regulatory focus

Job description

You'll love this role if you're comfortable working alongside builders, restoration providers, and suppliers, influencing performance through coaching and collaboration, and helping deliver outstanding customer outcomes while improving quality, efficiency, and commercial performance across the repair network.

At Youi, our customers rely on us during some of the most challenging times in their lives. As a Home Performance Consultant, you'll play a critical role in ensuring our network of builders, restoration providers, and repair partners deliver exceptional customer service, quality repairs, regulatory compliance, and commercially sustainable repair outcomes.

This is more than a supplier management role. You'll be a trusted adviser, performance coach, relationship manager, and industry expert, helping drive continuous improvement across a national network of service providers.

You'll work closely with providers to identify opportunities, solve challenges, improve performance, manage costs, and create better outcomes for customers. Whether you're reviewing performance data, coaching providers through improvement plans, addressing quality concerns, managing commercial outcomes, or collaborating with internal stakeholders, your work will have a direct impact on customer satisfaction and business performance.

If you enjoy building strong relationships, influencing positive change, analysing performance trends, and balancing customer, quality, and commercial outcomes, this could be the perfect opportunity for you.

What you'll be doing

• Build and maintain strong relationships with service providers, driving high standards in quality, timeliness, and customer satisfaction.
• Monitor and analyse performance metrics, identifying trends and implementing improvement plans across quality, compliance, and customer outcomes.
• Coach, mentor, and develop service providers through regular performance discussions, training, and capability-building initiatives.
• Investigate workmanship issues, support rectification activities, and ensure accountability for continuous improvement.
• Manage provider capacity and workloads while collaborating with Claims and key stakeholders to deliver consistent service and repair outcomes.
• Support audits, compliance activities, technical training, risk initiatives, and catastrophe response efforts as required.

What you'll have

• Experience in insurance building claims, home assessing, repair management, supplier management or a related field.
• Strong knowledge of residential construction, repair methodologies and industry standards.
• Experience managing builders, trades, suppliers or service providers and conducting performance-focused conversations.
• Commercial acumen with the ability to balance customer outcomes, quality, performance and costs.
• Strong analytical skills with experience identifying trends and driving improvements.
• Ability to influence and build accountability through coaching and collaboration.
• Sound understanding of customer service principles.
• Excellent communication, negotiation, stakeholder management and problem-solving skills.
• Strong organisational skills and the ability to manage competing priorities.

What great looks like

You'll thrive in this role if you:

• Build trusted relationships and confidently influence performance.
• Use data and insights to identify issues and drive improvement.
• Balance customer outcomes, quality, compliance and commercial performance.
• Take ownership of challenges and deliver practical solutions.
• Stay organised, manage competing priorities and communicate effectively with stakeholders.