Complaints Investigator - Regulated Claims (Hybrid)

NHBC; Milton Keynes; Hybrid; GBP 30.000 - 32.000; Vollzeit

Benefits dieser Stelle

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 parental leave and pay

Zusammenfassung

NHBC in Milton Keynes is seeking a Complaints Officer to manage a personal caseload, from initial review through to final decision, conducting thorough investigations and communicating outcomes with clarity and compassion.

You will handle regulated claims experience, demonstrate strong analytical skills, and apply excellent written and verbal communication. The role is hybrid (2 days in office) with a comprehensive benefits package.

Qualifikationen

• Experience handling regulated claims or complaints in financial services or insurance.
• Strong analytical and problem-solving skills to make fair decisions.
• Excellent written and verbal communication skills.
• Ability to manage and prioritise a personal caseload.
• Ability to build relationships and challenge decisions when needed.
• Understanding of FCA complaint-handling rules (DISP) and insurance claims handling would be beneficial.

Aufgaben

• Manage own caseload of complaints from review to final decision.
• Investigate complaints thoroughly and ensure appropriate outcomes.
• Respond to customer correspondence promptly and professionally.
• Liaise with Claims, Customer Services and Underwriting to gather information.
• Meet productivity, quality, and service targets for complaints handling.
• Write clear final response letters detailing findings and decisions.
• Conduct introduction and outcome calls to complainants per Consumer Duty.
• Follow up on complaints to prevent repeat issues.
• Support colleagues with complex complaints when needed.

Kenntnisse

Regulated claims handling

Analytical thinking

Communication skills

Caseload management

Stakeholder liaison

FCA DISP knowledge

Jobbeschreibung

NHBC in Milton Keynes is seeking a Complaints Officer to manage a personal caseload, from initial review through to final decision, conducting thorough investigations and communicating outcomes with clarity and compassion.

You will handle regulated claims experience, demonstrate strong analytical skills, and apply excellent written and verbal communication. The role is hybrid (2 days in office) with a comprehensive benefits package.