Customer Support Officer

Job Description

Job Title: Customer Support Officer

Company:

Qualitymark Protection have been actively safeguarding consumer investments in home improvements for over 26 years. In this time, we’ve helped the home improvement industry raise installation standards, strengthened our accreditation & monitoring procedures and provided consumers with quality financial protection. Qualitymark has issued over 1,000,000 Insurance Backed Guarantee and Deposit Protection Insurance policies. Based in contemporary offices on the edge of Chorley. We are a business building a future for our employees through diverse investment and continued ambitious growth.

Role Purpose:

The Customer Service Officer is the primary route of contact for QMP clients and consumers. You will be on the phone and aiding the team to provide a world-class service. You'll be interacting with the clients over the phone to build rapport quickly, ensure understanding, identify critical indicators if necessary, and treat customers with professionalism and understanding.

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

Why work for us?

• £24,000 per annum
• 37.5 hours / week (8.30am - 5pm, Monday - Friday)
• 25 days paid leave + celebration day (plus bank holidays)
• Hybrid working available after the probation period
• Pension Scheme
• Free Parking
• Easy access to M6, M61 and M65 motorways

Values and Behaviours

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 resource 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.

Please note: As an Insurer, we are obligated to undertake due diligence in relation to employee’s honesty and good repute. The successful candidate will be subject to initial and ongoing honesty and good repute checks, including reference checks, Credit Reference Agency checks, and we may also include Criminal Record checks, through the Disclosure Baring Service (DBS). All checks are undertaken by us, and there is no cost to any applicant or employee.