Monitoring Administrator in Chorley

Qualitymark Protection have been actively safeguarding consumer investments in home improvements for over 27 years.

In this time, we’ve helped the home improvement industry raise installation standards, strengthened our accreditation & monitoring procedures and provided consumers with quality financial protection.

Qualitymark has issued over 1,000,000 Insurance Backed Guarantee and Deposit Protection Insurance policies.

Based in contemporary offices on the edge of Chorley. We are a business building a future for our employees through diverse investment and continued ambitious growth.

Role Purpose

Contribute to a professional and effective administrative function within the company.

Deliver excellent customer service and quick, accurate and efficient administration.

Help to embed a right first-time culture and a focus on data quality.

Ensuring the company is following all processes and procedures to deliver a compliant service against the TOBA, Standard Terms of Membership, Codes of Practice for all Schemes, CTSI requirements and FCA Regulations.

As a Monitoring Administrator, you will

• Ensure all activities are carried out in line with organisational policies, procedures, and departmental SLA’s.
• Maintain accurate records and update key information systems, including CRM platforms.
• Conduct administrative searches and gather information from third parties to monitor solvency concerns and identify high-risk alerts.
• Uphold ISO 9001 quality standards, actively contributing to improvements in systems and processes.
• Provide professional support as a company ambassador, fostering positive relationships with colleagues, customers, and visitors.
• Participate in a “Right First Time” culture by improving data quality and supporting team efficiencies.
• Assist with reporting, administration and general office duties to support the team and wider organisation.
• Principal Accountabilities
• To be responsible for ensuring adherence to organisational policies and procedures in the discharging of principal accountabilities and function.
• To establish and maintain positive relationships with colleagues, customers, visitors and other individuals visiting or working in the business.
• To represent the company as an honest, knowledgeable and conscientious ambassador.
• To take responsibility for ensuring and achieving the objectives of the company Health and Safety Policy.
• To undertake any other duties to meet personal, team and organisational objectives following consultation with your line manager.
• To be responsible and accountable for ensuring your personal, daily workflow is processed in line with department SLA’s and to ensure that tasks are triaged and prioritised according to importance.
• To be responsible for consistently operating within the framework of our ISO 9001 Quality Management System, working within the principles of the system and driving future improvements to our QMS and to adhere to and actively participate in the company’s core values.
• To be flexible and accurate, with a particular focus on data entry and updating records on key information systems (including maintaining an effective CRM).
• To conduct administrative searches to include gathering data from third parties for effective monitoring of solvency concerns and high-risk alerts, relating to Members and Installers.
• To develop and utilise a good understanding of Insurance Backed Guarantees and understanding of all insurance policies and controls in line with the FCA regulations.
• To participate in a ‘Right First Time’ culture to drive improved data quality from installers and create efficiencies within the team and to welcome Quality Assurance results and use these to constantly improve.

About You

We are looking for someone who is

• Highly organised with excellent attention to detail.
• Experienced in administration, data entry and record management.
• Confident in managing workload and prioritising tasks effectively.
• Flexible, proactive and able to adapt to changing priorities.
• Strong in communication skills, with a professional and approachable manner.
• Familiar with working within compliance or quality frameworks (desirable).
• Interested in developing knowledge of financial monitoring, FCA regulations and insurance-backed guarantees (training will be provided).

Values and Behaviours

• We must treat all people (including customers, colleagues, suppliers, and the wider stakeholder community) with respect at all times .
• We will not accept rude behaviour from customers, employees, suppliers, and stakeholders at any time.
• We will only employ, and continue to employ, employees and engage with suppliers who display openly the personal characteristics of humility, honesty, enthusiasm, respect, positivity and a ‘can-do’ attitude.
• We will seek opportunities (at least annually) to identify employee training needs

(and wants) and wherever possible and practicable, provide time and resources to accommodate these needs (and wants).

• We shall be very careful in our recruitment and maintenance of ‘customers’ (customers here being defined as ‘any body corporate or otherwise paying regular fees to the company’) to ensure, wherever possible, that these customers share these ‘group values’.
• We shall, at all times and in all decision-making, try to ensure the best possible outcomes for our clients and consumers in every action we take.

Why work for us?

• 33 days leave plus a day off on your birthday
• 37.5 hours / week (8.30am – 5pm, Monday – Friday)
• Company pension
• Hybrid working upon probation completion
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