Job role: Complaints Handler
Salary:
£38,000 - £41,375 + 6% performance bonus
Working location:
Milton Keynes, Hybrid 2/3 days in office
Employment type:
full time, permanent
Please note: Your employment will be subject to satisfactory background checks that will need to be completed when you start with NHBC.
Job Summary
In this role, as a Complaints Handler, you'll be an integral part of our Consumer Affairs team, reporting to the Complaints Handler Manager. You will manage complaints and enquiries, carefully reviewing each case and determining the most appropriate course of action. Providing clear, professional, and empathetic responses, you'll ensure fair and balanced outcomes that make a real difference for our customers.
What You'll Be Doing
* Ensure that complaints are investigated thoroughly, consistently and accurately.
* Maintain proactive and continual communication with complainants to ensure they are kept informed and receive a good service.
* Ensure complaints are resolved in an effective manner demonstrating clear understanding and compliance with FCA/CIC and TCF requirements.
* Carry out root cause analysis.
* Develop, interpret and provide instructions on matters of policy.
* Follow up complaints to ensure cases are progressed to a satisfactory conclusion.
* Advise on and prepare within tight deadlines, urgent responses and briefing notes for the Complaints Handler Manager or Consumer Affairs Manager as required.
* Carry out root cause analysis.
What We're Looking For
* An advantage to have, a wide range of claims handling and/or complaints handling experience.
* Able to prioritise own workload, multi-task, make decisions and work under pressure.
* Excellent communication skills, both written and verbal, with a good problem solving skills.
* Well-organised and manages time effectively.
* Ability to negotiate and be persuasive at all levels.
* Numeracy and accuracy.
* Have a detailed knowledge of NHBC policies, documents, procedures, insurance, the principles of UK law and technical requirements.
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.