Complaints Officer

NHBC company; Milton Keynes; Hybrid; GBP 28,000 - 42,000; Full time

Benefits offered by this job

27 days annual leave

Enhanced pension scheme

Life assurance

Private medical insurance

Employee discounts

Parental leave and pay

Job summary

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.

Qualifications

• 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.

Responsibilities

• 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.

Skills

Regulated claims

Complaints handling

Analytical skills

Communication skills

Customer focus

Job description

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

Employment Type: Full Time, Permanent

Closing Date: 6th November 2026

Job summary:

As a Complaints Officer at NHBC, you’ll play a key role in ensuring our policyholders receive a fair and positive outcome when things go wrong. You’ll manage your own caseload of complaints from initial review through to final decision, carrying out thorough investigations, working with colleagues across the business and communicating outcomes with clarity, professionalism and compassion.

What you’ll be doing:

• 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.

What we’re looking for:

• 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.

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
• 27 days holiday + bank holidays with the opportunity to purchase extra days.
• 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.
• We offer a yearly performance based bonus to all employees based on a percentage of salary.

+ 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.

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

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.