At a Glance
- Tasks: Manage and resolve customer complaints with fairness and clarity.
- Company: Qualitymark Protection, a leader in safeguarding consumer investments for over 27 years.
- Benefits: Hybrid working, bonus scheme, 25 days holiday plus bank holidays, and pension contributions.
- Other info: Join a supportive team that values respect, honesty, and continuous improvement.
- Why this job: Make a real difference by improving customer experiences and driving positive change.
- Qualifications: Strong investigative skills, problem-solving abilities, and excellent written communication.
The predicted salary is between 26100 - 31900 £ per year.
Are you an experienced complaints specialist with strong investigative and written communication skills, committed to delivering fair and well-reasoned 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 Specialist is responsible for the effective management, investigation, and resolution of complaints, ensuring they are handled fairly, consistently, and in line with 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 atall at times.
- We will notacceptbehaviour fromcustomers, 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 inour recruitmentand 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 Specialist employer: Talent Sphere Ltd
Metis HR is an exceptional employer that values practical advice and judgement over rigid processes, fostering a collaborative and supportive office culture in Bacup, Lancashire. With a focus on employee growth, the company offers ongoing development opportunities and direct mentoring from experienced consultants, allowing HR professionals to make a meaningful impact on SMEs while enjoying a varied and interesting role. Employees benefit from a generous holiday allowance, free parking, and the satisfaction of seeing their advice lead to positive changes for clients.
StudySmarter Expert Advice🤫
We think this is how you could land Complaints Specialist
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Talent Sphere Ltd. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Talent Sphere Ltd before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Complaints Specialist
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Talent Sphere Ltd:Your cover letter is your chance to shine! Tell us why you want to work at Talent Sphere Ltd specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Talent Sphere Ltd!
How to prepare for a job interview at Talent Sphere Ltd
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
