Job Description

: Nodal Officer - Grievance (Flutter Application)

Position Title: Nodal Officer - Grievance

Department: Customer Support / Operations / Compliance

Location: Dwarka

Employment Type: Full-time

Role Overview

The Nodal Officer - Grievance is responsible for overseeing, managing, and resolving user grievances received through the organization's grievance channels, including those integrated within the Flutter-based mobile application. The officer ensures timely resolution, regulatory compliance, documentation, and coordination with internal teams to maintain high service quality and user satisfaction.

Key Responsibilities1. Grievance Handling & Resolution

Serve as the primary point of contact for all escalated user grievances. Review and resolve complaints received via the Flutter app, email, helpline, or other channels. Ensure complaints are acknowledged, assessed, and resolved within specified timelines (SLA). Maintain transparency and provide clear communication to users regarding case status and outcomes.

2. Coordination & Communication

Work closely with technical teams (especially Flutter app developers) to resolve app-related issues. Liaise with customer support, product, legal, and compliance teams for issue escalation and closure. Provide feedback to product and development teams regarding recurring user issues or app bugs.

3. Compliance & Documentation

Ensure all grievance processes follow regulatory guidelines (RBI/DoT/consumer protection, etc., depending on the industry). Maintain digital logs, case histories, and resolution reports in a structured format. Prepare weekly/monthly grievance reports for management.

4. System Monitoring & Improvement

Monitor grievance patterns on the Flutter application dashboard. Identify user experience (UX) improvements to reduce grievances. Recommend updates or features to enhance app stability and user satisfaction.

5. Stakeholder Engagement

Act as the regulatory contact point for grievance redressal authorities, if required. Ensure the organization is audit-ready for any compliance or grievance-related inspections.

Skills & Qualifications Required

Bachelor's degree in Business Administration, IT, Communications, or related field. 2-5 years of experience in grievance handling, customer service, or compliance roles. Strong communication and documentation skills in English. Ability to analyze technical/user-experience issues and coordinate with app developers. Problem-solving mindset with attention to detail.

Preferred

Experience working with mobile apps or digital platforms. Understanding of Flutter-based mobile application workflows (not mandatory but beneficial). Knowledge of regulatory requirements related to grievance handling.

Key Competencies

Customer-centric approach Empathy and patience Strong analytical and coordination skills Time management and adherence to SLAs High integrity and confidentiality
Job Type: Full-time

Pay: ?20,000.00 - ?49,627.42 per month

Work Location: In person