Complaints Officer

TN United Kingdom; Milton Keynes; Hybrid; GBP 26,000 - 30,000; Full time

Job summary

An established industry player is seeking a Complaints Officer to manage and resolve complaints with compassion and efficiency. This role involves reviewing cases from receipt to final decision, ensuring compliance with regulations while maintaining excellent customer service. The company offers a hybrid working model, generous benefits including a pension scheme and life assurance, and a commitment to career development. Ideal candidates will possess FCA knowledge and strong communication skills, making this an exciting opportunity to contribute to a growing organization focused on raising standards in housebuilding.

Benefits

27 days annual leave

Generous pension scheme

Life Assurance (x4 salary)

Subsidised private medical insurance

Cycle to Work scheme

Employee discounts platform

24/7 employee assistance programme

2 days volunteer leave

Equalised maternity/paternity/adoption leave

Payroll Giving

Qualifications

• Experience in complaints handling within an office-based role is essential.
• Strong written and verbal communication skills are a must.

Responsibilities

• Conduct thorough end-to-end complaint investigations, ensuring good outcomes.
• Support colleagues in progressing more complex cases when possible.

Skills

FCA working knowledge

Complaints handling

Communication skills

Computer literacy

Job description

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Salary:

£26,000 - £30,000 depending on experience + up to 6% discretionary bonus.

Working Location:

Milton Keynes – Hybrid once fully trained

Employment Type:

Full Time, Permanent

Role Overview:

As a Complaints Officer, you will be responsible for the end-to-end review of your own caseload of complaints from receipt to final decision, ensuring that complaints are thoroughly reviewed, investigated, and resolved in a timely manner with a high degree of compassion and in line with our regulatory requirements.

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
• Payroll Giving, allowing you to make donations to your chosen charity through monthly pay deductions

Key Responsibilities:

• Be an ambassador for the company, supporting homeowners with simple complaints received by the business.
• Conduct thorough end-to-end complaint investigations, liaising with other departments and stakeholders to ensure good outcomes for policyholders, and communicate decisions professionally in final response letters.
• Support colleagues in progressing more complex cases where possible.
• Maintain excellent telephony skills, articulating findings clearly and simply without compromising customer service.
• Keep admin records and internal systems up to date for paper trail and audit purposes.

Ideal Candidate:

• FCA working knowledge and understanding is essential.
• Experience in complaints handling within an office-based role is essential.
• Computer literate.
• Strong written and verbal communication skills.

Why Join Us:

At NHBC, we pride ourselves on being a unique organization, combining a variety of services and scale. As the market leader in new home warranty and insurance, our core purpose is to raise standards in housebuilding and protect homeowners.

We are a modern, family-friendly employer experiencing rapid growth, investing in technology, data, and new ways of working. We seek passionate, talented, and driven individuals to join us on this journey.

We encourage flexible working and are open to discussions about flexible arrangements.

Your Future with Us:

We support career development through internal mobility, training, and professional qualifications. Ambitious, driven, and hardworking individuals will find opportunities for growth and success here.

Our Inclusive Culture:

We are committed to creating an inclusive environment where everyone can bring their true selves to work. We promote fairness, dignity, and respect, and have active employee networks that support open conversations and idea sharing.