Complaints Handler

Overview

Job Role:

Complaints Handler

Salary: £38,000 - £41,000 + 6% performance bonus

Working

Location:

Milton Keynes, Hybrid working, 2 days in office

Employment Type:

Full Time, Permanent

Closing Date:
Wednesday 7th October

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.

• 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

• 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.

• 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!

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.

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…