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Working Location: Milton Keynes, Hybrid working, 2 days in office
Employment Type: Full Time, Permanent
Closing Date: Wednesday 7th October
Job summary:
As a Complaints Handler, you’ll play an important role in Consumer Affairs, investigating and resolving complaints to ensure customers receive fair outcomes and a high level of service. You’ll manage a varied caseload, provide clear and professional responses, and work with colleagues across NHBC to identify issues, provide advice and help improve the customer experience.
What you’ll be doing:
Investigating complaints thoroughly and accurately, ensuring good and appropriate outcomes
Keeping customers informed throughout the complaints process and managing cases through to resolution
Liaise effectively with stakeholders across the business, including Claims, Technical, Operations, Underwriting, Legal and Senior Management teams, to gather information, challenge outcomes where appropriate, and support the fair resolution of complaints.
Achieve and maintain individual productivity, quality and service performance targets, ensuring complaints are handled efficiently while delivering fair customer outcomes.
Manage and respond to subsequent customer correspondence, ensuring all follow-up enquiries, challenges and additional information are reviewed and addressed promptly, professionally and in line with regulatory requirements.
Follow up on complaints to ensure cases are progressed to a satisfactory conclusion ensuring we do not receive repeat complaints.
Complete introduction and outcome calls for all complainants in line with Consumer Duty.
Develop, interpret, and provide instructions on matters of policy.
Supporting training and delivering presentations to NHBC colleagues on effective complaint handling
What we’re looking for:
Experience in claims handling and/or complaints handling, ideally across a broad range of cases.
Excellent written and verbal communication skills, with the ability to explain information clearly and professionally.
Strong problem-solving and decision-making skills, with the ability to manage competing priorities and work to tight deadlines.
Excellent attention to detail, accuracy and organisation.
The ability to negotiate, influence and communicate confidently with people at all levels.
Good IT skills and the ability to interpret policies, procedures and relevant regulatory requirements.
Knowledge of insurance, UK law and/or the construction sector would be beneficial.
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.
We are a Disability Confident organisation committed to fair and inclusive recruitment. Our first step is to review applications to ensure candidates meet the essential criteria for the role. We assess skills, experience, and potential objectively, and provide support or reasonable adjustments where needed. Candidates who meet the criteria will progress to the next stage.
#li-hybrid
Working at NHBC
2 office days / week
A little flex time
Company employees:
1400
Gender diversity (m:f):
66:34
Hiring in countries
United Kingdom
Office Locations
Company benefits
27 days annual leave + bank holidays
Accrued annual leave – Up to 5 days
Adoption leave
Annual bonus
Bike parking
Buy or sell annual leave – 5 days (buy)
Carer’s leave
Charity donation scheme
Cinema discounts
Company car
Compassionate leave
Complimentary Medical Services
Cycle to work scheme
Dental coverage
Electric Car Salary Sacrifice
Emergency leave
Employee assistance programme
Employee discounts
Enhanced maternity leave – 26 weeks full pay
Enhanced paternity leave – 3-months full pay
Enhanced pension match/contribution – Up to 10.5%
Enhanced sick pay
Eye Care Support
Faith rooms
Family health insurance
Fertility treatment leave
Further education support
Gym membership
Health assessment
Health insurance
In house training
L&D budget
Learning platform
Life assurance
Lunch and learns
Meditation space
Mental health first aiders
Mental health platform access – Aviva Wellbeing & Wisdom app
Mentoring
On-site catering
On-site wellness room
Optional unpaid leave
Personal development days
Pregnancy support
Private GP service
Professional subscriptions
Referral bonus – £500
Salary sacrifice
Shared parental leave
Study support
Teambuilding days
Tree planting
Volunteer days
Menopause support – menopause support circle and menopause e-learning for managers
