Department: Operations
Responsible to: Operational Team Manager
Location: Mansfield Head Office, Pleasley Vale Business Park
Hours: Monday to Thursday 9am-5pm, Friday 9am-4:30pm
About NAPIT
NAPIT is a leading Government-approved and UKAS-accredited membership scheme operator within the building services sector. There are currently more than 20,000 NAPIT registered installers, and we are proud to provide customer service and administration for every single one of them.
The Role
The Operational Administrator provides essential administrative and customer service support across NAPIT's operational teams, ensuring the smooth day-to-day functioning of certification, member services, and compliance-related activities.
This role supports both internal staff and external stakeholders, contributing to the efficiency, accuracy, and service quality expected within a regulated membership and assessment environment.
You will be managing work streams in line with NAPIT's scheme rules as well as Team KPIs. Processing customer information, managing expectations and working across multiple work streams means this is a varied role, with excellent customer service and strong administrative skills at the heart of it.
You'll work as part of a team to provide our customers with the best possible service while achieving important targets for both the Team and NAPIT.
Key Responsibilities
Manage inboxes, telephone enquiries, and general correspondence, ensuring timely and professional responses.
Maintain accurate records and documentation.
Assist members with routine queries relating to certification, assessments and renewals.
Process membership applications, updates, renewals, and cancellations.
Liaise with assessors and members to coordinate appointments and scheduling.
Deliver excellent customer service to NAPIT members and external partners.
Resolve queries efficiently or escalate them appropriately to specialist teams.
Maintain a professional and approachable communication style.
Proactively engage in your own development.
Work flexibly across multiple work streams and different teams within NAPIT.
Who We Are Looking For
Someone with integrity who will always do the right thing for NAPIT and our members.
Professional, articulate and confident, with excellent communication skills.
Proficient in using a variety of software, including Microsoft Office.
Self-motivated and driven.
Ability to make decisions and prioritise workload while working to tight deadlines.
Effective as a team member as well as when working independently.
Ability to analyse and interpret information.
Willingness to embrace new working practices with the ability to learn quickly.
Ability to adapt and cope with pressure.
Strong relationship-building skills.
Excellent time management.
Strong attention to detail.
Strong organisational skills.
Results-orientated approach.
Benefits & Package
25 days annual leave + statutory Bank Holidays.
Up to 5 additional days of annual leave based on length of service.
Contributory pension.
Company sick pay.
Free on-site parking.
Company health scheme covering dental care, eye care, physiotherapy, mental health support and more.
Company-wide social events.
Discount cards via our perks scheme.
Discount at a leading DIY store network.
