Complaints Investigator, Financial Services (Hybrid)

NHBC company; Milton Keynes; Hybrid; GBP 28.000 - 42.000; Vollzeit

Benefits dieser Stelle

27 days annual leave

Enhanced pension scheme

Life assurance

Private medical insurance

Employee discounts

Parental leave and pay

Zusammenfassung

NHBC is seeking a Complaints Officer in Milton Keynes, offering hybrid working with 2 days in the office. You will manage a caseload of complaints from initial review to final decision, conduct thorough investigations and communicate outcomes clearly and compassionately.

You will collaborate with Claims, Customer Services and Underwriting, ensure regulatory compliance, and contribute to a high-quality customer experience, while meeting productivity and service targets.

Qualifikationen

• Experience handling regulated claims and/or complaints, ideally within financial services or insurance.
• Strong analytical and problem‑solving skills with the confidence to make fair, evidence‑based decisions.
• Excellent written and verbal communication skills, including a professional telephone manner.
• Strong attention to detail and the ability to manage and prioritise your own caseload effectively.
• The ability to build relationships, influence stakeholders and challenge decisions when necessary.
• A customer‑focused, compassionate approach and the ability to work effectively under pressure in a changing environment.
• An understanding of FCA complaint‑handling rules (DISP) and insurance claims handling would be beneficial.
• Good IT skills and the ability to interpret policies, procedures and relevant regulatory requirements.

Aufgaben

• Manage your own caseload of complaints, ensuring cases are investigated thoroughly and resolved in a timely manner.
• Investigating complaints thoroughly and accurately, ensuring good and appropriate 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.
• Liaise effectively with stakeholders across the business, including Claims, Customer Services and Underwriting, 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 good customer outcomes.
• Write clear, professional final response letters explaining your findings and decisions.
• Complete introduction and outcome calls to complainants in line with Consumer Duty.
• Follow up on complaints to ensure cases are progressed to a satisfactory conclusion ensuring we do not receive repeat complaints.
• Support colleagues with progressing more complex complaints where needed.

Kenntnisse

Regulated claims

Complaints handling

Analytical skills

Communication skills

Customer focus

Jobbeschreibung

NHBC is seeking a Complaints Officer in Milton Keynes, offering hybrid working with 2 days in the office. You will manage a caseload of complaints from initial review to final decision, conduct thorough investigations and communicate outcomes clearly and compassionately.

You will collaborate with Claims, Customer Services and Underwriting, ensure regulatory compliance, and contribute to a high-quality customer experience, while meeting productivity and service targets.