COMPANY

Qualitymark Protection has been actively safeguarding consumer investments in home
improvements since 1996. 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.

ROLE PURPOSE

Contribute to a professional and effective sales function within the company. Deliver excellent customer service and income growth. Help to embed a right first time culture and a focus on data quality. Support and educate installers.
Ensuring the company is following all process and procedures to deliver a compliant service against the TOBA and FCA Regulations.

PRINCIPAL ACCOUNTABILITIES

• Follow organisational processes and provide input to creating work instructions and call guides.
• Deliver controls and escalate when controls have failed.
• Achieve outbound proactive call strategy and record tangible call outcomes.
• Provide the Commercial Director with details of all income prospects and be proactive in pursuing these.
• Support the drive for growth by nurturing relationships with installers, sharing industry knowledge and seeking growth opportunities from the existing customer base.
• Utilise all conversations as an opportunity to develop meaningful business interactions focused on driving up levels of income from the relationship portfolio.
• Be flexible and accurate, with a particular focus on data entry and updating records on key information systems (including maintaining an effective CRM).
• Understand the importance of accurately assessing the credit standing and financial strength of installers.
• Provide excellent customer service. Work with colleagues and installers to direct administration work to the administration teams.
• Be professional with external stakeholders, colleagues, visitors and other individuals visiting or working in the Company and the wider group.
• Suggest improvements to ways of working to create efficiencies and save costs.
• Responsible for ensuring timely management and escalation of issues (where appropriate).
• Participate in a ‘Right First Time’ culture to drive improved data quality from installers and create efficiencies within the team.
• Welcome Quality Assurance results and use these to constantly improve.
• Undertake any other duties to meet personal, team and organisational objectives following consultation with your line manager.
• Reports into the Head of Marketing and Sales