Customer Service Officer

If you're a motivated customer service professional looking for a role where you can make a real impact, we'd love to hear from you! Apply now and become a valued part of the Qualitymark Protection team.

As a Customer Service Officer, you will be the first point of contact for our clients and consumers, ensuring a seamless and professional customer experience. Your role is essential in maintaining strong relationships, resolving queries efficiently, and delivering expert guidance with empathy and professionalism.

This is an exciting opportunity for a customer-focused professional who thrives in a fast paced environment and is passionate about delivering exceptional service.

At Qualitymark Protection, we have been safeguarding consumer investments in home improvements for over 27 years. Through our commitment to excellence, we have helped raise industry standards, enhance accreditation and monitoring procedures, and supply consumers with dependable financial security. With over 1,000,000 Insurance Backed Guarantee and Deposit Protection Insurance policies issued, we are a trusted leader in the field.

Operating from modern offices on the edge of Chorley, we are dedicated to the growth and development of our employees, offering diverse investment opportunities and an ambitious roadmap for the future.

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.

• Deliver outstanding customer service, ensuring consumer expectations are met and exceeded.
• Build and maintain strong relationships with new and existing clients.
• Handle inbound and outbound calls, assisting clients with queries, concerns, and policy related matters.
• Gather and assess relevant information from interactions to make informed decisions on client eligibility.
• Use customer feedback and data insights to enhance working practices and improve the overall customer experience.
• Develop a strong understanding of insurance policies and industry regulations.
• Participate in training sessions to enhance knowledge of risk assessment and best practices.
• Ensure compliance with FCA regulations by maintaining a clear understanding of policies and controls.

• Previous experience in a customer service role, either face to face or via phone.
• Confident in handling difficult conversations and finding effective resolutions.
• Strong verbal and written communication skills.
• Excellent attention to detail.
• Proficiency in IT software and Microsoft applications.
• Ability to thrive in a team oriented environment.
• Experience in insurance services (preferred but not essential).

• Strong IT proficiency, particularly with high volume data systems.
• Excellent communication and interpersonal skills.
• Ability to multitask, prioritize, and manage time effectively.
• Analytical mindset with a keen eye for detail.

• Work Environment: Hybrid working
• Career Development: Ongoing training and professional growth opportunities
• Great Location: Free parking with easy access to M6, M61, and M65 motorways
• Pension Scheme

1. We must treat all people (including customers, colleagues, suppliers, and the wider stakeholder community) with respect all at times.

2. We will not accept rude behaviour from customers, employees, suppliers, and stakeholders at any time.

3. 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.

4. 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).

5. We shall be very careful in our recruitment and maintenance of 'customers' (customers here being defined as 'any body corporate or otherwise paying regular fees to the company') to ensure, wherever possible, that these customers share these 'values'.

6. 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.