Job Description

FENSA is the largest and longest established Competent Person Scheme within the replacement window and door industry. Our role is to enable FENSA registered business to self-certify Building Regulations compliant installation without the need for a separate assessment from Building Control.

We're seeking a technically proficient and detail-oriented individual to provide support on window and door installations to installers, homeowners, and internal teams.

This role involves reviewing compliance and competence assessments, supporting certification decisions, managing escalations and appeals, and contributing to performance reviews. You'll also monitor audit non-conformity trends, verify evidence, and offer guidance on best practices to help maintain industry compliance.

A solid understanding of fenestration surveying and installation is essential, along with experience in technical support and customer service across both trade and consumer environments. Familiarity with competent person schemes and related accreditations is desirable but not essential.

This is an important developmental role within the business, supporting our commitment to delivering outstanding technical service and support. Extensive training is provided to the successful candidate along with progression opportunities. The position is home-based with regular travel and occasional overnight stays required.

Main responsibilities:

Providing excellent customer service to internal and external customers. Providing first line technical support to installers, homeowners and our internal teams. Liaising with assessors to clarify assessment reports and aid certification decisions. Reviewing compliance and competence assessment reports raising variations to highlight discrepancies in assessment results. Assisting with escalation processes following failed assessments. Performance reviews - preparing case evidence to present to a Technical Supervisor/Manager for their decision-making on sanctions proposed in relation to failed assessments. Working with the technical administration team, supporting with installer challenges and appeals to assessment reports. Recording information on failure trends and time taken to rectify failures. Monitoring and reporting to your line manager on escalation timeframes. Reviewing and verifying subsequent post-assessment evidence. Making decisions to overrule or uphold assessment results following evidence review. Providing guidance to installers on best practice to maintain compliance. Maintaining and developing your own technical knowledge and competencies. Developing and maintaining a positive professional relationship with all stakeholders and partners. Complying with all Group policies and procedures

Competencies, skills & knowledge:

Industry recognised competency via NVQ Level 2/3 in Fenestration Installation/Surveying or Fenestration industry MTC Demonstrable industry experience in domestic Fenestration Survey and Installation. Knowledge of relevant building regulations. Fenestration Survey and installation practices where compliance to building regulations is concerned. Practical experience in window and door domestic installations. Experience liaising with trades and external bodies. Proficient with Microsoft suite including Excel, Word, Outlook and Teams. Well-developed written and verbal communication skills with ability to effectively communicate with individuals and all levels. Good time management. Ability to manage challenging situations using empathy and clear communication. Attention to detail and evidence of precision with outputs.

How to Apply:

In addition to your up-to-date CV, please submit a cover letter detailing why you are the ideal candidate. Together these should set out how you meet the competencies for this role and can deliver against the core duties and responsibilities.

Closing date: 26 October 2025

Job Types: Full-time, Permanent

Pay: 30,970.00 per year

Benefits:

Company events Company pension Life insurance Sick pay Work from home
Work Location: Hybrid remote in Southwark SE1 0RB