At a Glance
- Tasks: Manage and resolve customer complaints, ensuring fair and consistent handling.
- Company: Qualitymark Protection, a leader in safeguarding consumer investments for over 27 years.
- Benefits: Hybrid working, bonus scheme, 25 days holiday, and pension contributions.
- Other info: Opportunities for growth within a supportive and respectful work culture.
- Why this job: Join a dynamic team and make a real difference in customer satisfaction.
- Qualifications: Strong problem-solving skills and clear communication abilities required.
The predicted salary is between 30000 - 40000 £ per year.
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. Proud to be part of the Jarion Portfolio of companies, all opportunities through the portfolio, predominantly based within the Chorley area will be open to the successful candidate. Qualitymark is a business building a future for our employees through diverse investments and continued ambitious growth.
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
- 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 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.
Complaints Officer employer: Talent Sphere Ltd
Qualitymark Protection is an exceptional employer, offering a dynamic work environment in contemporary offices on the edge of Chorley. With a strong commitment to employee growth and a culture that values respect, honesty, and positivity, Qualitymark provides numerous opportunities for professional development, including a bonus scheme and hybrid working options. Join a company that prioritises consumer protection while fostering a supportive atmosphere where your contributions are valued and recognised.
StudySmarter Expert Advice🤫
We think this is how you could land Complaints Officer
✨Tip Number 1
Get to know Qualitymark Protection inside out! Research their values, mission, and recent news. This will help you tailor your approach during interviews and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your problem-solving skills! As a Complaints Officer, you'll need to demonstrate your ability to handle complaints effectively. Think of real-life examples where you've resolved issues and be ready to share them during your interview.
✨Tip Number 3
Network like a pro! Connect with current or former employees on LinkedIn. They can provide insights into the company culture and might even give you tips on how to stand out in the application process.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows that you're proactive and serious about joining Qualitymark Protection.
We think you need these skills to ace Complaints Officer
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your application to highlight how your skills and experiences align with the role of Complaints Officer. We want to see how you can bring your unique flair to our team!
Showcase Your Communication Skills:Since clear and professional communication is key for this role, ensure your written responses are concise and articulate. We love seeing candidates who can express themselves well in writing!
Highlight Problem-Solving Abilities:Demonstrate your strong problem-solving and investigative skills in your application. Share examples of how you've tackled challenges in the past – we’re all about proactive thinkers!
Apply Through Our Website:Don’t forget to submit your application through our website! It’s the best way for us to receive your details and get the ball rolling on your journey with Qualitymark Protection.
How to prepare for a job interview at Talent Sphere Ltd
✨Know Your Stuff
Before the interview, make sure you understand Qualitymark Protection's mission and values. Familiarise yourself with their complaint handling processes and any relevant regulations like DISP Requirements. This will show that you're genuinely interested in the role and ready to contribute.
✨Showcase Your Problem-Solving Skills
Prepare examples from your past experiences where you've successfully resolved complaints or issues. Highlight your investigative skills and how you approached each situation. This will demonstrate your ability to handle complaints effectively, which is crucial for a Complaints Officer.
✨Communicate Clearly
Practice articulating your thoughts clearly and professionally, both verbally and in writing. Since the role involves providing written responses to complaints, consider drafting a few sample responses to hypothetical complaints. This will help you convey your communication skills during the interview.
✨Emphasise Teamwork and Relationships
Qualitymark values positive relationships, so be ready to discuss how you've collaborated with colleagues or managed stakeholder relationships in the past. Share specific instances where you worked with others to resolve issues, as this aligns with their emphasis on teamwork and a positive complaints-handling culture.
