Complaints Officer

NHBC; Milton Keynes; Hybrid; GBP 26,000 - 30,000; Full time

Job summary

A leading company in home warranty and insurance seeks a Complaints Officer in Milton Keynes. The position involves managing complaints with compassion and thoroughness, ensuring compliance with regulatory requirements. Competitive salary and a discretionary bonus are offered, alongside a supportive work environment focusing on employee growth and inclusion.

Benefits

27 days annual leave (plus bank holidays)

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 for charitable donations

Qualifications

• FCA working knowledge and understanding is essential.
• Complaints experience in an office-based role is essential.

Responsibilities

• Responsible for the end-to-end review of your own caseload of complaints.
• Thorough end-to-end complaint investigations, liaising with other departments.

Skills

Communication

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

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 donations to your chosen charity through monthly pay deductions

What you’ll be doing:

• You will be an ambassador for the company, speaking with homeowners to support with simple complaints that the business receives.
• This role involves thorough end-to-end complaint investigations, liaising with other departments and stakeholders to ensure good outcomes for our policyholders, and effectively communicating your decision in a professionally written final response letter.
• You will support your Complaint Handling colleagues in assisting with more complex cases where possible.
• You will have excellent telephony skills with the ability to articulate your findings clearly and simply, without compromising customer service.
• Continuously updating admin records and internal systems for paper trail and audit purposes.

The ideal candidate will have:

• FCA working knowledge and understanding is essential.
• Complaints experience in an office-based role is essential.
• Computer literacy.
• Strong written and verbal communication skills.

Why you should join us:

At NHBC, we are proud to be unique. No other organisation in our sector combines the variety of services and scale that we offer. As the market leader, our name is synonymous with new home warranty and insurance. Our people are driven by our core purpose: to raise standards in housebuilding and protect homeowners.

We are a modern, lifestyle and family-friendly employer who is in a period of rapid growth, investing in technology, data, and new ways of working. We need passionate, talented, and driven people to join us on this journey.

We encourage our colleagues to work flexibly. We don’t promise we can offer exactly what you want, but we are always happy to discuss flexible working.

Your future with us:

We have many examples of people building their careers with us. We strongly support internal mobility and work hard to retain our best talent. We offer excellent personal development and career progression opportunities. If you’re ambitious, driven, and hardworking, you will succeed here. We’ll support you with full training, ongoing development, and opportunities for recognized qualifications and professional memberships.

Our inclusive culture:

We are committed to creating an inclusive environment that encourages everyone to bring their true selves to work. We believe in fair treatment for all employees and customers, free from discrimination. We have active employee networks that support colleagues and allies, creating safe spaces for open conversations and idea sharing.