First Contact Advisor

Job Description

Overview

Job role: First Contact Advisor

Salary: £26,300.00+ 6% performance bonus

Working location: Milton Keynes

Employment type: full time, permanent

Working arrangements: Office requirements Monday, Tuesday and Thursday - 8.45am - 5pm

**Additional IDD checks will be required for this role ***

Shortlisted candidates will be invited to an assessment day lasting up to 1.5 hours. Availability is required on either Monday 2nd March at 9am or Tuesday 3rd of March 11am

Job summary:

As a First Contact Advisor, you will be the first point of contact for homeowners getting in touch with NHBC. You will handle incoming phone calls and emails, listen to customer enquiries, and provide clear, friendly advice about their policy cover. You’ll assess claims at the first point of contact, progress them where possible, request any additional information such as photos or documents, or politely explain when a claim cannot proceed. Your role is to make sure customers understand the next steps and feel supported from their very first interaction.

What you’ll be doing

• Answering incoming phone calls and emails from customers as their first point of contact

• Listening to customer enquiries and deciding whether a claim can be progressed, needs more information, or cannot go ahead

• Asking customers for additional details or evidence, such as photos or documents, when needed

• Clearly explaining decisions and next steps in a friendly, professional way

• Passing more complex claims to the appropriate team at an early stage

• Managing complaints promptly and in line with agreed timescales

• Following data protection, customer fairness, and internal procedures at all times

• Seeking support or guidance from colleagues when required

• Recognising when a customer may be vulnerable and adapting your approach to ensure they feel supported and treated fairly

What we’re looking for

• Strong written and verbal communication skills.
• Confidence of speaking with customers on the phone.
• Customer service experience.

Potential applicants are sometimes put off if they don’t meet 100% of the requirements. We think individual experience, skills and passion make all the difference, so if you meet the majority of the criteria, we’d love to hear from you

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