Complaints Handler

Job Description

Overview

Job role: Complaints Handler

Salary: £30,000 - £41,375 (depending on experience) + 6% performance bonus

Working location: Milton Keynes, Hybrid 2 days in office

Employment type: full time, permanent

Please note: Your employment will be subject to satisfactory background checks that will need to be completed when you start with NHBC.

Job summary:

In this role, as a Complaints Handler, you’ll be an integral part of our Consumer Affairs team, reporting to the Senior Consumer Affairs Manager/Consumer Affairs Team Leader. You will manage the most complex complaints, carefully reviewing each case to determine the most appropriate course of action. By providing clear, professional, and empathetic responses, you’ll ensure fair, balanced, and well‑reasoned outcomes that make a real difference for our customers.

What you’ll be doing

• Conduct thorough end‑to‑end complaint investigations, liaising with other departments and stakeholders to ensure fair outcomes for our policyholders, and communicate decisions clearly through professionally written final response letters.
• Ensure complaints are investigated impartially, thoroughly, and with a high degree of accuracy.
• Use sound judgement to interpret policy terms, assessing coverage fairly and consistently.
• Manage a complex caseload, working to tight deadlines and weekly targets. Provide regular updates, showing visible progress, and ensuring consistent movement on all cases.
• Maintain proactive and consistent communication with complainants, ensuring they are kept fully informed throughout the process and receive a high standard of service.
• Resolve complaints effectively, demonstrating a clear understanding of and compliance with FCA, CIC, and Treating Customers Fairly (TCF) requirements.
• Carry out root‑cause analysis for each complaint to identify underlying issues and provide meaningful, actionable feedback to support continuous improvement.
• Follow up on complaints to ensure cases progress appropriately and are brought to a timely and satisfactory conclusion.
• Demonstrate excellent telephony skills, clearly and confidently articulating findings.
• Prepare urgent responses and briefing notes for the Senior Consumer Affairs Manager within tight deadlines, as required.

What we’re looking for

• An advantage to have, a wide range of claims handling and/or complaints handling experience.
• Able to prioritise own workload, multi-task, make decisions and work under pressure.
• Excellent communication skills, both written and verbal, with a good problem solving skills.
• Well-organised and manages time effectively.
• Ability to negotiate and be persuasive at all levels.
• Numeracy and accuracy.
• Have a detailed knowledge of NHBC policies, documents, procedures, insurance, the principles of UK law and technical requirements.

What we offer

Our benefits package includes:

• 27 days annual leave + bank holidays
• holiday purchase scheme
• enhanced pension scheme (up to 10.5%)
• life assurance
• subsidised private medical insurance
• employee discounts platform
• two days volunteer leave
• enhanced maternity, paternity, adoption leave and pay for all new parents

+ many more!

Who we are

At NHBC, we pride ourselves on being truly unique. No other organisation in our sector matches the range of services and scale we provide. As the market leader, we are recognised as the go-to for new home warranties and insurance. Our team is united by a core purpose: to raise the standards of house building and protect homeowners.

Why you should join us

As a modern, family-friendly employer, we’re in a phase of rapid growth, embracing technology, data and new ways of working. We’re seeking passionate, skilled and driven individuals to join us on this exciting journey.

Once onboard, you’ll have access to fantastic opportunities for personal and career growth. You’ll receive thorough training, continuous development and the chance to earn recognised qualifications and professional memberships to support your journey.

We support flexible working and encourage our colleagues to find a balance that suits them. While we may not be able to accommodate every request, we’re always happy to have a conversation about flexible working arrangements.

Our inclusive culture

We are dedicated to fostering an inclusive culture where everyone feels empowered to bring their authentic selves to work. We firmly believe in the right of all our employees and customers to be treated fairly, with dignity and respect, and free from discrimination. Our active employee networks support colleagues and their allies, providing safe spaces for open conversations and idea-sharing.