QASSS (QA Scheme Support Services), which operates the DGCOS membership scheme, has recently appointed Ciarán Harkin as its new managing director.
Ciarán commented: “DGCOS, and our other home improvement schemes under the QASSS group, provide excellent protection for consumers. The key to raising standards of protection for homeowners is by being proactive and working with installers early on by offering customer-focused business support services.”
Ciarán adds that his focus in his new role is on listening to and working with installers to better understand their changing needs and supporting the delivery of high standards of customer service.
“We want to work alongside businesses and introduce integrated solutions to drive efficiencies, improve conversion and drive industry growth, he said.
“Installations in the glazing industry are getting increasingly complex, with a broader range of products and the introduction of smart technology. Our mission is to provide consumers with the protection they expect, whilst supporting installers in giving the best service possible which in turn helps them increase their reputation and ultimately, their profitability.
“I approach consumer protection from a different angle. By working with good installers and providing the tools and support that help them to offer a more efficient and enhanced service, customer satisfaction levels increase, resulting in more referrals and more business.
“As part of our support services, we are also CTSI approved and provide industry-leading alternative dispute resolution services for the home improvement sector. Our aim is to drive standards and reduce complaint times, saving both installers and consumers time and money. We’ve reduced our average turnaround time to resolve complaints to just five days, compared to the UK average of 80 days.”
Ciarán has also introduced a new management team to support exciting expansion plans and spearhead future innovative initiatives.
He continued: “We’re always developing new ways to work with home improvement businesses and find practical solutions for them. I’m proud to be working with such a dedicated team who are truly passionate about meeting the changing needs of installers and consumers alike.”