COMPANY:

At Qualitymark Protection, we have been safeguarding consumer investments in home improvements for over 27 years. During this time, we have partnered with the industry to raise installation standards, strengthen accreditation and monitoring procedures, and provide consumers with reliable financial protection. Having issued over1,000,000 Insurance Backed Guarantee and Deposit Protection Insurance policies, we are a trusted leader in the field.
Operating from modern offices on the edge of Chorley, we are committed to building a future for our employees through diverse investments and continued ambitious growth.

ACCOUNTABILITIES:

· Providing a world-class level of service that ensures our consumer’s expectations are met.
· Maintaining relationships with new and existing clients.
· Managing Inbound and Outbound calls to clients and consumers.
· Collating and analysing all relevant information from the phone calls, making informed decisions on whether clients meet set thresholds.
· Utilising appropriate customer feedback and data to improve working practices and highlighting opportunities for improvement to the customer experience.
· Develop and utilise a good understanding of insurance policies.
· Attend training set out by the manager to ensure best practice and enhance understanding of how to identify risk when speaking to clients.
· Clear and concise understanding of all insurance policies and controls in line with FCA regulations.

EXPERIENCE:

· Experience of working with direct customer interaction: either face to face or by phone.
· Experience of having difficult conversations with customers and coming to a resolution
· Strong communication skills - written and verbal.
· A keen eye for detail.
· Proficiency in IT software
· Ability to work well within a team environment.
· Insurance services experience (preferred)

SKILLS:

· Computer literate
· Strong understanding of high-volume data structures within systems
· Highly developed communication skills – written & verbal
· Strong attention to detail
· Confident with Microsoft applications

As a Customer Service Officer, you will be the primary point of contact for Qualitymark Protection’s clients and consumers. Your role will be pivotal in delivering a world-class customer experience, fostering strong relationships, and ensuring clients feel valued and supported.
You’ll handle inbound and outbound calls, assisting clients with queries, resolving issues efficiently, and offering professional advice. The role demands the ability to build rapport quickly, identify key concerns, and deliver solutions with empathy and professionalism.