Complaints and Consumer Experience Officer

Are you an experienced complaints professional who enjoys investigating complex issues, writing high-quality responses and delivering fair outcomes?

If you’re looking for a role where your work genuinely makes a difference, this could be the opportunity for you.

The Company

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

During this time, they’ve helped the home improvement industry raise installation standards, strengthened the vetting & accreditation procedures, and provided consumers with quality financial protection.

Qualitymark has issued over 1,000,000 Policies.

Based in contemporary offices on the edge of Chorley, Qualitymark Protection is offering a career with opportunities.

Whether you’re looking for a full‑time position or a part‑time role (30 hours per week), you’ll be joining a business that values expertise, collaboration and continuous improvement

The Role

The Complaints Officer is responsible for the effective management, investigation, and resolution of complaints, ensuring they are handled fairly, consistently, and in line within internal and regulatory standards.

The role supports customer protection, service improvement, and risk management by identifying issues, recommending corrective actions, and promoting a positive complaints‑handling culture.

• Principal Accountabilities
• To be responsible for ensuring adherence to organisational policies and procedures in the discharging of principal accountabilities and functions.
• Manage customer complaints from receipt right through to resolution, both in voice and written communications
• To provide written responses to complaints that are evidence based, clear, fair and not misleading.
• Ensure adherence to DISP Requirements relating to Complaint Handling when dealing with complaints about regulated products or businesses
• Thoroughly investigate complaints to understand the situation and find a resolution working with Team Managers and Senior Leadership as appropriate
• To liaise directly with Team Managers to encourage early informal resolution as appropriate.
• To report to Senior Leadership on complaint trends, root causes and outcomes
• Drill into root causes to enable the suggestion of improvements to business processes and products, in order to ensure we evolve to meet consumer and installer needs.
• To build own knowledge of the industry and remedial outcomes.
• To establish and maintain positive relationships with colleagues, customers, members, visitors, and other individuals visiting or working in the business
• To represent the company as an honest, knowledgeable, and conscientious ambassador
• To undertake any other duties to meet personal, team and organisational objectives following consultation.
• Qualities of the Ideal Candidate

You’ll be naturally curious, enjoy solving problems and be confident making balanced decisions based on evidence.

• Strong problem-solving and investigative skills.
• Proactive with the initiative to resolve issues quickly and effectively.
• Analytical thinker with sound judgement and attention to detail.
• Clear and professional communicator, both written and verbal.
• Organised and able to manage a caseload with differing deadlines

Candidates must have permanent Right to Work in the UK status, residing within a commutable distance.

Please note that our client cannot offer visa sponsorship for overseas candidates.

• The Offer
• Bonus Scheme
• Hybrid working after attaining competence
• 25 days holiday plus Bank Holidays and Birthday
• Pension Contributions

Qualitymark Group works to the following values and asks every employee to strive for the same goal:

• Values and Behaviours
• We must treat all people (including customers, colleagues, suppliers, and the wider stakeholder community) with respect at all at times.
• We will not accept 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 is defined as ‘any body corporate or otherwise paying regular fees to the company’) to ensure, wherever possible, that these customers share these ‘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.

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

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