Monitoring Officer 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 Officer, you will

• Review and interpret financial accounts to assess customer solvency, liquidity, and profitability.
• Monitor early warning signs of financial distress and advise on risk mitigation strategies.
• Conduct administrative and financial searches, gathering data from third parties to monitor solvency concerns and high-risk alerts.
• Support the business through accurate risk reporting, root cause analysis, and corrective action recommendations.
• Ensure all work aligns with SLA requirements, quality standards (ISO 9001), and FCA regulations.
• Act as a conscientious ambassador for the company, building positive relationships with colleagues, customers, and stakeholders.
• Champion our “Right First Time” culture by driving efficiencies and improvements in data quality.
• Principal Accountabilities
• To be responsible for ensuring adherence to organisational policies and procedures in the discharging of principal accountabilities and functions.
• 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 understand the importance of accurately assessing the credit standing and financial strength of installers.

Evaluating insolvency and liquidity risk through data analysis and business insights, mitigating risks.

• To provide effective support to the Business by accurately reporting on the status of member risk and audit processes as required to include root cause analysis and potential corrective actions.
• 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 review and interpret customers financial health, identify early warning signs of financial distress and support decision-making on risk mitigation strategies.
• To monitor and assess the financial solvency of customers to safeguard the Business.

Analyse financial performance of customers and provide reports on profitability, liquidity and solvency.

• 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’re looking for someone who is

• Experienced in reading and analysing company financial accounts.
• Knowledgeable in assessing credit risk, insolvency risk, and liquidity.
• Skilled in data analysis, reporting and risk management processes (desirable).
• Detail-oriented, accurate, and able to manage priorities effectively.
• Familiar with financial services regulations and insurance-backed guarantees (desirable).
• A strong communicator with the ability to explain complex financial insights clearly.
• Proactive, flexible and committed to continuous improvement.

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
• Free on-site secure parking

*All successful candidates will be subject to fitness and propriety and DBS checks ahead of starting work.

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