Complaints Resolution Specialist

NHBC company; Milton Keynes; Hybrid; GBP 26,000 - 36,000; Full time

Benefits offered by this job

27 days annual leave

Enhanced pension (up to 10.5%)

Life assurance

Subsidised private medical insurance

Employee discounts platform

Enhanced parental leave

Job summary

NHBC in Milton Keynes is seeking a Complaints Handler to investigate and resolve consumer complaints, delivering fair outcomes and high service levels. You will manage a varied caseload, provide clear responses, and work with NHBC colleagues to identify issues and improve the customer experience.

The role requires experience in complaints/claims handling, excellent communication, strong problem-solving, and attention to detail.

Qualifications

• Experience in claims handling or complaints handling across diverse cases.
• Excellent written and verbal communication, clear and professional explanations.
• Strong problem-solving, prioritisation and ability to meet deadlines.
• Excellent attention to detail, accuracy and organisation.
• Ability to negotiate and communicate with stakeholders at all levels.

Responsibilities

• Investigate complaints thoroughly and achieve fair outcomes.
• Keep customers informed and manage cases through to resolution.
• Collaborate with Claims, Technical, Operations, Underwriting, Legal and Senior Management.
• Maintain productivity, quality and service targets while handling cases efficiently.
• Follow up on complaints and ensure timely, compliant responses.
• Provide instruction on policy matters and support training.

Skills

Complaints handling

Claims handling

Communication skills

Regulatory knowledge

IT skills

Job description

NHBC in Milton Keynes is seeking a Complaints Handler to investigate and resolve consumer complaints, delivering fair outcomes and high service levels. You will manage a varied caseload, provide clear responses, and work with NHBC colleagues to identify issues and improve the customer experience.

The role requires experience in complaints/claims handling, excellent communication, strong problem-solving, and attention to detail.