Complaints Officer

Overview

Salary: up to £30,000 (depending on experience) + 6% performance bonus

Working Location: Milton Keynes / Hybrid

Employment Type: Full Time, Permanent

What you’ll be doing

As a Complaints Officer you will be responsible for the end-to-end review of your own caseload of complaints from receipt to final decision ensuring that complaints are thoroughly reviewed, investigated, and resolved in a timely manner with a high degree of compassion and in line with our regulatory requirements.

Responsibilities

What we’re looking for

• You will be an ambassador for the company, speaking with homeowners to support with simple complaints that the business receives.
• This role involves thorough end-to-end complaint investigations, liaising with other departments and stakeholders to ensure good outcomes are reached for our policyholders and effectively communicating your decision in a professionally written final response letter.
• You will also support your Complaint Handling colleagues in assisting with progressing more complex cases where possible.
• You will have excellent telephony skills with the ability to articulate your findings in a clear and simple way without compromising the level of customer service.
• Continuously keeping admin records/ internal systems up to date for paper trail and audit purposes.

The ideal candidate will have

• FCA working knowledge and understanding is essential for the role.
• Complaints experience in an office-based role is essential.
• Computer literate.
• Strong written and verbal communication skills.

Qualifications

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.

#li-hybrid