Complaints Officer

NHBC; Milton Keynes; Hybrid; GBP 30,000 - 32,000; Full time

Benefits offered by this job

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

Job summary

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.

Qualifications

• 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.

Responsibilities

• 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.

Skills

Regulated claims handling

Analytical thinking

Communication skills

Caseload management

Stakeholder liaison

FCA DISP knowledge

Job description

Overview

Job Role:Complaints Officer

Salary:£30,000 - £32,000 + 6% performance bonus

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
• holiday purchase scheme
• enhanced pension scheme (up to 10.5%)
• life assurance
• subsidised private medical insurance
• employee discounts platform
• two days volunteer leave
• enhanced maternity, paternity, adoption leave and pay for all new parents

+ 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.