Compliance Officer in Birmingham

The leading Trade Association for the UK Jewellery industry is looking for a proactive, organised consumer complaints professional to join an enthusiastic, innovative and friendly team. As Compliance Officer, your core responsibilities will be to manage consumer complaints handling through NAJ Resolve - our Chartered Trading Standards Institute-approved Alternative Dispute Resolution (ADR) scheme - helping consumers and member businesses reach fair outcomes when disputes can’t be resolved directly. You’ll also get chance to support members to remain compliant and help shape member policy development in other areas.

This is a newly created role, and you’ll be supported by an experienced Compliance and Policy Manager as you develop in the position. The salary available for this role is £30,000 to £35,000 and is dependent on experience. Our package has several other benefits, listed at the end of the job description including an individual recognition scheme.

Are you someone who enjoys solving problems, working with people, and taking ownership of their work? You’ll be trusted to handle sensitive cases, exercise sound judgement, and deliver balanced outcomes to make things right for customers. You’ll be calm under pressure and highly organised and will bring a keen attention to detail and a structured approach.

You’ll be a confident communicator, able to handle sensitive conversations with empathy and professionalism, while clearly explaining outcomes and next steps. You may already have experience in complaints handling, customer service, mediation, compliance, or casework or you might come from a background where you’ve managed challenging situations and delivered fair, balanced outcomes. Most importantly, you’re motivated by doing the right thing, working within guidelines, and ensuring every case is handled thoroughly, fairly, and with care.

This is an opportunity to make a real difference within a respected trade association, helping consumers and businesses resolve disputes in a fair and balanced way. You’ll be part of a small, supportive team where collaboration matters, while also having the autonomy to manage your own work and decisions.

We’re committed to developing our people, so you’ll have the opportunity to build new skills and deepen your expertise in complaints handling, regulation, and case management. In this role, you’ll play an important part in upholding and promoting high standards across our membership, ensuring trust, fairness, and professionalism remain at the heart of what we do.

• Dispute Resolution & Complaints Case Management
• Act as an ADR Official in line with approved processes and internal procedures.
• Manage a caseload of complaints within agreed parameters, escalating complex, high-risk or sensitive matters appropriately.
• Assess eligibility, triage new complaints and guide parties through mediation and investigation stages.
• Handle consumer and member communications with professionalism, clarity and neutrality.
• Draft clear updates, case summaries and outcome statements.
• Maintain accurate case files, timelines and evidence records in line with internal standards and audit requirements.
• Identify recurring themes, potential systemic risks or training gaps and report findings to the Compliance & Policy Manager.
• Assist with quarterly compliance reporting and performance metrics.
• Quality, Audit & Process Support
• Assist with documentation and evidence required for external audits and scheme reviews.
• Support the review and improvement of ADR and complaints policies, procedures and guidance.
• Contribute to the ongoing development and refinement of case management processes.
• Compliance & Policy Support
• Support the review and updating of NAJ Codes of Practice and Guidance Notes.
• Assist in drafting consultation documents and collating stakeholder feedback.
• Assist in monitoring relevant regulatory developments and summarising key updates for internal review.
• Contribute to the development of member guidance, training content and compliance communications.
• Assist with preparation of compliance papers for NAJ Management, National Committee or sub-committees as required.
• Support the administration of the Created in the UK (CITUK) licensing scheme, including processing applications, maintaining records and assisting with audit or review activity as required.
• Work collaboratively with all NAJ departments to ensure compliance requirements are understood, implemented and consistently reflected across member onboarding, training and wider Association activities.
• CRM & Data Management
• Use the CRM system (Oomi) to record interactions in line with internal data standards.
• Ensure case data and workflows are accurately maintained and filed.
• Support reporting and data extraction as required.
• General Administration & Wider Team Support
• Manage phone calls, inboxes, case logs, reminders and workflow tasks with strong attention to detail.
• Support the Compliance & Policy Manager with meeting preparation, minute taking and document updates.
• Provide practical support to colleagues across the organisation during busy periods or staff absence.
• Support occasional in-person meetings, events or member engagement activity, including travel where required.
• Demonstrate a hands-on, solutions-focused approach typical of a small professional body environment.

Performance will be measured across:

• Timeliness of case handling
• Quality and consistency of decisions
• Customer and member experience
• Contribution to continuous improvement

Uphold NAJ’s values of Honesty, Integrity, and Professionalism (H.I.P.). In this role H.I.P. means:

• Fair and impartial in all dealings.
• Empathetic yet objective when resolving disputes.
• Confident following established procedures while contributing ideas for improvement.
• Discreet and respectful when handling sensitive information.
• Team-oriented, supportive and flexible.
• Proactive, practical and willing to adopt a “can-do” approach.

• Willingness to occasionally travel within the UK for meetings or events.
• Commitment to the NAJ’s values and the advancement of industry standards.

• Essential: Customer-facing or customer service role (frontline or escalation level).
• Stakeholder communication at all levels.
• Desirable: Dispute resolution, complaints handling, mediation or similar environments.
• Regulatory, compliance or legal setting.
• Supporting committees, volunteers or stakeholders.

• Essential: Educated to A Level or equivalent standard.
• Proficient in the use of MS suite.
• Familiarity with consumer protection principles.
• Desirable: Jewellery Industry Regulatory standards or governance.

• Essential: Excellent written and spoken English, with the ability to draft clear, neutral and professional communications.
• Highly organised, able to follow processes accurately.
• Able to prioritise workload and meet deadlines.
• Self-sufficient, taking ownership with minimal supervision.
• Adaptable and comfortable working in a small team.
• Open to feedback and continuous improvement.
• Confident using Microsoft Office.
• Experience with CRM systems.
• Desirable: Ability to analyse data and preparing reports.
• Self-developing.
• Confident use of technology & digital tools.

• Essential: Professional, fair, and impartial.
• Empathetic yet objective in decision-making.
• Confident applying processes and suggesting improvements.
• Discreet when handling sensitive information.
• Team-oriented and flexible.
• Proactive with a practical, “can-do” approach.
• Desirable: Likes to learn and share knowledge.

• Lives close to Birmingham.
• Full and clean UK driving license.
• Access to your own vehicle.

• Access to private healthcare plan.
• Death in service (4 x salary).
• One day’s volunteering for a registered charity per year. Taken with your team or individually.
• Selection of hot and cold drinks, snacks and fruit while working from the office.
• Two employer assistance programmes for employees to receive confidential support and resources if facing personal or professional challenges.
• Access to individual recognition scheme where employees awarded for delivering above and beyond their agreed goals and objectives.
• Access to salary extras platform which offers access to various discounts, advice and schemes.

If you are passionate about working in an exciting and diverse industry and have a talent for building relationships and driving engagement, we’d love to hear from you! Please submit your application, including a CV and cover letter via the link by 11.00am Monday 3rd August. Interviews will be held on Wednesday 19th August.