Customer Contact Advisor

Job Description

Overview

Job Role: Customer Contact Advisor

Salary: £26,500 + Up to 6% performance bonus

Working Location: Milton Keynes

Working hours for this role are Monday – Friday 9am – 5pm. During training there will be a requirement to be in the office 5 days a week. However, down the line will reduce to a requirement of 3 days a week in our Milton Keynes office with the option of working from home the other 2 days.

Employment Type: Full Time, Permanent

Job summary:

We’re looking for a friendly and customer-focused team player to be the first point of contact for our customers, solicitors and builders, helping them with queries about NHBC policies for new homes. Based in our Customer Services team, you’ll handle phone calls, emails and web chats, providing a first-class experience while supporting other areas of the business. If you’re great with people, comfortable with systems, and enjoy solving problems, we’d love to hear from you!

What you’ll be doing:

• Handling customer queries via phone, email, and webchat
• Supporting homeowners, builders, housing associations, and solicitors
• Using NHBC systems and portals to deliver a smooth customer journey
• Processing document requests and promoting NHBC’s products
• Taking ownership of queries and ensuring correct resolution or escalation
• Helping with complaints and ensuring all info is accurately captured

What we’re looking for:

• Confident communicator who’s great with people and calm under pressure
• Customer service experience
• Comfortable using systems and online tools
• Proactive, friendly and a real team player
• Ability to handle issues and turn unhappy customers into happy ones
• Strong admin and organisational skills
• GCSEs (or equivalent) in English and Maths

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.

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