Complaints Officer

Salary: £26,000 - £30,000 depending on experience + up to 6% discretionary bonus.

Working Location: Milton Keynes - Hybrid once fully trained

Employment Type: Full Time, Permanent

As a Complaints Officer you will be responsible for the end-to-end review of your own caseload of complaints from receipt to final decision ensuring that complaints are thoroughly reviewed, investigated, and resolved in a timely manner with a high degree of compassion and in line with our regulatory requirements.

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
• Payroll Giving, this allows you to make donations to your chosen charity through?monthly pay deductions

What you’ll be doing

• You will be an ambassador for the company, speaking with homeowners to support with simple complaints that the business receives.
• This role involves thorough end-to-end complaint investigations, liaising with other departments and stakeholders to ensure good outcomes are reached for our policyholders and effectively communicating your decision in a professionally written final response letter.
• You will also support your Complaint Handling colleagues in assisting with progressing more complex cases where possible.
• You will have excellent telephony skills with the ability to articulate your findings in a clear and simple way without compromising the level of customer service.
• Continuously keeping admin records/ internal systems up to date for paper trail and audit purposes.

The ideal candidate will have

• FCA working knowledge and understanding is essential for the role.
• Complaints experience in an office-based role is essential.
• Computer literate.
• Strong written and verbal communication skills.

Why you should join us

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 purposeto raise standards in housebuilding and protect homeowners.

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.

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 contact our recruitment team.