Customer Services Quality Co-ordinator

Salary: GBP25,500 - GBP27,500 depending on experience + up to 6% bonus per annum

Working Location: Milton Keynes

Employment Type: Full Time, Permanent

A Customer Service Quality Coordinator is responsible for continuously reviewing work items through quality monitoring and auditing to ensure compliance and adherence to the NHBC Customer Services processes and regulatory requirements. To review and make recommendations for improvements, development and training needs which will be communicated back to the relevant Managers to arrange & to analyse or produce reports for Management purposes.

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 you'll be doing

• To select random sampling of calls and emails and monitor quality assurance within the whole department of NHBC Customer Services to assess compliance by individuals and ensure that all work is undertaken in a consistent, accurate and efficient way.
• Identify where processes are not being followed and identify training needs or process improvement requirements.
• Provide relevant feedback to Managers in relation to focus, training and development needs for teams and individuals, and support with coaching where necessary.
• Complete monthly internal audits for a variety of processes across the department including the reporting and amending of audits based on internal and external audit requirements.
• Create, validate and co-ordinate Management Information reports monthly to all relevant stake holders including ExCo, Senior Leaders and the NHBC Board.

The ideal candidate will have

• IT literate, Word, Excel, and Outlook.
• Strong understanding of Customer Services processes.
• A professional individual with a logical and measured approach to tasks.
• Good communication skills - written, questioning, listening and verbal including the ability to provide constructive feedback, adapt to different people and challenging situations.
• Self-motivated, pro-active, and organised.

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 let us know.