Home Performance Consultant

Youi Pty Ltd; Sydney; Hybrid; AUD 90,000 - 120,000; Full time

Benefits offered by this job

Company car

Fuel card

Mobile business tools

Skin checks

Flu jabs

Wellbeing sessions

Discounted gym access

Discounted Youi insurance

Job summary

Youi Pty Ltd in Australia is seeking a Home Performance Consultant to work with builders, restoration providers and repair partners to deliver quality repairs, exceptional customer outcomes and compliant, commercially sustainable results.

You will monitor performance, coach providers through improvement plans, address workmanship issues, manage capacity, and partner with claims and stakeholders to achieve consistent service and customer satisfaction.

Responsibilities

• 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.

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 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.
• Drive sustainable results while maintaining strong provider partnerships.

What you'll get

• Practical benefits that support you day to day - A maintained company car, fuel card and mobile business tools, plus free skin checks, flu jabs, wellbeing sessions, discounted gym access and discounted Youi insurance
• Clear pay and incentives - Performance-based incentives paid every six months, plus annual salary reviews
• Time off you can plan around - The option to work a 9-day fortnight with every second Friday off plus, 22 days annual leave
• Leaders who back your growth - Paid training from Day 1

Why Youi

We're here to make insurance better by being more human. You're not just doing your job, you're making sure real people get looked after, especially when life doesn't go to plan. Every conversation, every decision, every day you're part of raising the bar for what awesome service really means.

We set high standards and recognise people who deliver. Results are rewarded through incentives, everyday shout-outs and programs like Youi Stars, so the impact you make never goes unnoticed. You'll know what's expected of you, where we're heading and how your work contributes. We grow our own people here, with clear pathways, structured development and hands-on coaching, helping many team members step into leadership and specialist roles across the business.

And as more customers choose Youi, we keep growing, creating new roles and opportunities to build your career over time. We don't just want insurance to be different; we're actively making it better. And we're doing it together.

Work that's a bit more you-shaped.

Visit youi.com.au/about-us/careers or jump on Instagram @yourlifeatyoui to see what work life with us looks like.