Complaints Handler

NHBC company; Milton Keynes; Hybrid; GBP 26,000 - 36,000; Full time

Benefits offered by this job

27 days annual leave

Enhanced pension (up to 10.5%)

Life assurance

Subsidised private medical insurance

Employee discounts platform

Enhanced parental leave

Job summary

NHBC in Milton Keynes is seeking a Complaints Handler to investigate and resolve consumer complaints, delivering fair outcomes and high service levels. You will manage a varied caseload, provide clear responses, and work with NHBC colleagues to identify issues and improve the customer experience.

The role requires experience in complaints/claims handling, excellent communication, strong problem-solving, and attention to detail.

Qualifications

• Experience in claims handling or complaints handling across diverse cases.
• Excellent written and verbal communication, clear and professional explanations.
• Strong problem-solving, prioritisation and ability to meet deadlines.
• Excellent attention to detail, accuracy and organisation.
• Ability to negotiate and communicate with stakeholders at all levels.

Responsibilities

• Investigate complaints thoroughly and achieve fair outcomes.
• Keep customers informed and manage cases through to resolution.
• Collaborate with Claims, Technical, Operations, Underwriting, Legal and Senior Management.
• Maintain productivity, quality and service targets while handling cases efficiently.
• Follow up on complaints and ensure timely, compliant responses.
• Provide instruction on policy matters and support training.

Skills

Complaints handling

Claims handling

Communication skills

Regulatory knowledge

IT skills

Job description

Working Location: Milton Keynes, Hybrid working, 2 days in office

Employment Type: Full Time, Permanent

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
• enhanced pension scheme (up to 10.5%)
• life assurance
• subsidised private medical insurance
• employee discounts platform
• 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.

Why NHBC

Work for the UK’s leading independent provider of warranty and insurance for new-built homes.

We have a range of job opportunities across the UK, including field and home-based roles within corporate, business operations and field tech. We welcome experienced professionals and those new to the world of work such as trainees, and with our flexible working approach we are open to helping you find a role that works for you.

Why work for NHBC

NHBC colleagues have access to a wide range of additional benefits and we ensure our packages are attractive to current and potential employees.

Flexibility

Working flexibly is part of our commitment to supporting a positive work-life balance and we are always happy to talk about flexible and hybrid working, wherever possible.

Bonus

We offer a yearly performance based bonus to all employees based on a percentage of salary.

27 days holiday + bank holidays with the opportunity to purchase extra days.

Enhanced leave and pay

We offer equalised maternity, paternity, adoption leave and pay for all new parents.

We recognise the valuable contribution that our colleagues make, benchmarking our salaries, against the wider market to ensure our packages are attractive.

Our Diversity Equity and Inclusion (DE&I) strategy is focused on providing a shared direction and commitment for the organisation to respect and value our diverse workforce and continue to build a more inclusive workplace. We aim to attract and retain a workforce that represents the communities in which we work.