Complaints Co-ordinator

1 week ago

Nottingham, United Kingdom NAPIT Full time

**The Role***:

- NAPIT is seeking a motivated and confident individual to join our team as a Complaints Co-Ordinator. This role involves managing a high volume of complaints raised by consumers and third parties regarding NAPIT members.
- You’ll act as a key liaison between internal departments and external stakeholders to investigate, resolve, and monitor complaints, ensuring compliance with relevant regulations and standards.
- This is a fast-paced and challenging position that requires strong communication skills, sound judgment, and a good working knowledge of NAPIT’s policies and industry practices.

**Key Responsibilities**:

- Conduct thorough investigations into consumer complaints, making informed decisions to uphold or reject based on evidence.
- Accurately log and document all complaints and decisions within the NAPIT database.
- Communicate outcomes clearly and professionally to consumers, members, internal teams and external organisations, including when delivering difficult messages.
- Manage a portfolio of complaints, maintaining high standards of productivity, quality, and customer service.
- Collaborate with internal stakeholders to identify root causes and implement remedial actions.
- Proactively identify recurring issues and work to eliminate repeat complaints, enhancing consumer protection.
- Escalate complex or unresolved cases to the NAPIT Compliance Panel for further review and potential sanctions.** Benefits**:

- Casual dress
- Company events
- Company pension
- Employee discount
- Free parking
- Gym membership
- On-site parking
- Referral programme
- Sick pay
- Store discount

**Schedule**:

- Day shift
- Monday to Friday
- No weekends

**Experience**:

- Telesales: 2 years (preferred)

**Licence/Certification**:

- Driving Licence (required)

**Work Location**: In person, Mansfield, Pleasley Vale.

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