Department: Customer Services
Responsible to: Customer Service Manager
Location: Mansfield
Hours: 37 hours per week, Monday to Friday
Working at NAPIT
Formed as a Trade Association in 1992, NAPIT has grown significantly since then, but the Trade Association values of Superior Customer Service, Integrity, Teamwork, Compliance, Innovation, and commitment to employees remain at the heart of the NAPIT Group.
NAPIT maintains a friendly, common-sense approach to competence with a continued focus on raising standards and safety within the building services sector. It’s our culture that has enabled us to grow significantly since the organisation was founded.
Based in Pleasley Vale’s historic stone mills, it is a truly unique environment to work in. Historic meets modern with NAPIT training facilities also based in the mills, including our Centre of Excellence for Low Carbon Technologies, focusing on training tradespeople on the technology of the future.
Join the NAPIT team during this exciting, continued period of growth and help build further success for the future.
The Role
NAPIT are looking for a motivated person who enjoys providing a high level of customer service and supporting customers via inbound call, chat and email channels.
The Customer Services Team are a front-line service for NAPIT’s customers as well as members of the public and external agencies, receiving high volumes of calls on a variety of areas and subjects, including receipt of complaints.
We pride ourselves on a team who deliver an excellent customer experience and help maintain our positive Net Promoter Score. You will work closely with all teams across the NAPIT Group of companies. The role will be fast paced and varied, which requires you to maintain a good level of knowledge about NAPIT’s policies and procedures as well as various industry information.
Key Responsibilities
Handle direct Customer Service calls (inbound and outbound), and email for all areas of NAPIT service from customers, consumers, and other agencies.
Provide frontline customer support for other NAPIT departments, forwarding calls and emails to the applicable business area, including overflow calls during busy periods.
Give basic support for NAPIT software, applications, and notification systems.
Process TPC notifications.
Handle reports of NAPIT non-recognition.
Deal with online chats from members and members of the public.
Who Are We Looking For?
Previous Customer Service work experience required, ideally in an office environment.
Professional, articulate, and confident with excellent verbal and written communication skills.
Confident to make and receive telephone calls internally and externally in a professional and friendly manner.
Ability to work effectively with customers and team members, whilst being self-sufficient and motivated.
Must be proficient in using a variety of software including CRM systems and Microsoft products (particularly Word and Outlook).
Willingness to embrace new working practices with the ability to learn quickly.
Electrical Industry or membership organisation knowledge & experience (desirable).
Full UK driving licence due to office location having no public transport routes.
Able to provide a minimum of two contactable references.
Why Join NAPIT?
Join an established Trade Association that has been supporting the building services sector since 1992.
Become part of a team focused on delivering superior customer service and maintaining high industry standards.
Work in the unique surroundings of Pleasley Vale’s historic stone mills.
Be part of NAPIT’s continued growth and help contribute to the organisation’s future success.
Work alongside teams across the NAPIT Group in a varied and fast-paced role.
