Complaints Handler

Salary: £34,000 - £39,000 + up to 12% bonus per annum

Working Location: Milton Keynes

Closing Date: 10/02/2023

At NHBC we are proud to be unique. No other organisation in our sector combines the variety of services and scale that we offer. As the market leader, our name is synonymous with new home warranty and insurance. Our people are driven by our core purpose to raise standards in housebuilding and protect homeowners.

Why you should join us

We are a modern, lifestyle and family friendly employer who are in a period of rapid growth, investing in technology, data and new ways of working. We need passionate, talented and driven people to join us on this journey.

We encourage our colleagues to work flexibly. We don’t promise we can offer you exactly what you want, but we are always happy to talk flexible working.

What we offer:

• 27 days annual leave (plus bank holidays) and a holiday purchase scheme
• Generous pension scheme, with an employer contribution of up to 10.5%
• Life Assurance (x4 salary)
• Subsidised private medical insurance
• Cycle to Work scheme
• Employee discounts platform, including gym discounts
• 24/7 employee assistance programme supporting your mental wellbeing
• 2 days volunteer leave
• Equalised maternity, paternity, adoption leave and pay for all new parents

What our people say:

“Working within Consumer Affairs means that I am given the opportunity to do what is right for our homeowners. It was clear from the moment I joined the team that a fair and reasonable outcome is at the heart of everything we do. With lots of quality training and support, along with opportunities to expand my knowledge, I feel confident that I am given the right tools to succeed in my role”. Georgina Nelson (Complaints Handler)

What you’ll be doing

You will have significant previous claims and/or complaint handling experience, you will be responsible for carrying out reviews into the more complex insurance complaint cases. You will be a self-motivated individual who is skilled in evaluating a range of evidence to reach a conclusion. Following your investigation, you will decide on the most appropriate course of action to resolve the complaint ensuring a fair outcome is achieved for the consumer. You will be able to manage multiple cases and work to challenging timescales.

The ideal candidate will have

If you are a self-motivated individual, with complaint handling experience, great attention to detail and who prides themselves on delivering great customer service then you could be the perfect fit. You will need to be very organised, able to prioritise your busy workload and happy to support the wider team when required.

You will also need:

• Demonstrable experience in managing complaints from initial receipt through to resolution in a similar regulated environment.
• A strong attention to detail with the ability to analyse complex information to make decisions with confidence.
• To be a lateral thinker with strong problem-solving skills.
• Excellent communication skills both verbal and in writing.
• To be confident dealing with challenging conversations.
• Able to manage your own caseload of claims complaints whilst achieving department and individual targets.
• An ability to proactively engage with complainants providing regular updates and details on what they can expect, always ensuring the highest levels of customer service.
• Able to influence key stakeholders to ensure good consumer outcomes.
• Able to identify and provide root cause analysis information to drive continuous improvement in the consumer journey.
• Confident in managing complainants on the telephone.
• Problem-solver with decision-making capabilities
• Enthusiasm for working in a fast-paced and evolving environment with a willingness to learn new skills to develop own skill set.

Education and Qualifications

• GCSE level or equivalent in English and Maths

Please note: Your employment will be subject to satisfactory background checks that will need to be completed when you start with NHBC.

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.

Your future with us

We have lots of fantastic examples across our business of people who are building their career with us. We are huge advocates of internal mobility and work hard to retain our best talent. We offer exceptional personal development and career progression opportunities. If you’re ambitious, driven and hard-working you will succeed with us. We’ll support you with full training, ongoing development, and the opportunity to gain recognised qualifications and professional memberships.

Our inclusive culture

We are committed to creating an inclusive culture that encourages everyone to bring their true selves to work. We fundamentally believe in the rights of all our employees and customers to be treated fairly, with dignity and respect, free from discrimination. We have active employee networks that support our colleagues and their allies, creating safe spaces for open conversations and the sharing of ideas.

If you need any adjustments or additional support with your application, please let us know at recruitment@nhbc.co.uk