Complaints Handler

NHBC; Milton Keynes; Hybrid; GBP 38,000 - 41,000; Full time

Benefits offered by this job

Annual leave

Holiday scheme

Enhanced pension

Life assurance

Private medical

Employee discounts

Volunteer leave

Parental leave

Job summary

NHBC in Milton Keynes is seeking a Complaints Handler to investigate and resolve customer complaints, ensuring fair outcomes and high-quality service. You’ll manage a varied caseload, provide clear responses, and collaborate with colleagues across NHBC to identify issues and improve the customer experience.

You will handle complaints thoroughly, keep customers informed, meet regulatory requirements, and contribute to training and sharing best practices to improve complaint handling across the

Qualifications

• Experience in claims handling and/or complaints handling across a broad range of cases.
• Excellent written and verbal communication skills; ability to explain information clearly and professionally.
• Strong problem-solving and decision-making skills; manage competing priorities and tight deadlines.
• Excellent attention to detail, accuracy and organisation.
• Ability to negotiate, influence and communicate confidently with people at all levels.
• Good IT skills and ability to interpret policies, procedures and regulatory requirements.
• Knowledge of insurance, UK law and/or the construction sector would be beneficial.

Responsibilities

• 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 to gather information and support fair resolution of complaints.
• Achieve and maintain productivity, quality and service targets while delivering fair customer outcomes.
• Manage follow-up correspondence and respond promptly to enquiries and additional information.
• Follow up on complaints to progress cases to a satisfactory conclusion and avoid repeat complaints.
• Develop, interpret, and provide instructions on matters of policy and regulatory requirements.
• Support training and deliver presentations on effective complaint handling.

Skills

Claims handling

Complaints handling

Communication

Problem solving

Regulatory awareness

Job description

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

Job summary:

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.

What you’ll be doing:

• 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

What we’re looking for:

• 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.

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.

We are a Disability Confident organisation committed to fair and inclusive recruitment. Our first step is to review applications to ensure candidates meet the essential criteria for the role. We assess skills, experience, and potential objectively, and provide support or reasonable adjustments where needed. Candidates who meet the criteria will progress to the next stage.