Complaints Resolution Specialist | Hybrid (Milton Keynes)

NHBC; Milton Keynes; Hybrid; GBP 38,000 - 41,000; Full time

Benefits offered by this job

Annual leave

Holiday scheme

Enhanced pension

Life assurance

Private medical

Employee discounts

Volunteer leave

Parental leave

Job summary

NHBC in Milton Keynes is seeking a Complaints Handler to investigate and resolve customer complaints, ensuring fair outcomes and high-quality service. You’ll manage a varied caseload, provide clear responses, and collaborate with colleagues across NHBC to identify issues and improve the customer experience.

You will handle complaints thoroughly, keep customers informed, meet regulatory requirements, and contribute to training and sharing best practices to improve complaint handling across the

Qualifications

• Experience in claims handling and/or complaints handling across a broad range of cases.
• Excellent written and verbal communication skills; ability to explain information clearly and professionally.
• Strong problem-solving and decision-making skills; manage competing priorities and tight deadlines.
• Excellent attention to detail, accuracy and organisation.
• Ability to negotiate, influence and communicate confidently with people at all levels.
• Good IT skills and ability to interpret policies, procedures and regulatory requirements.
• Knowledge of insurance, UK law and/or the construction sector would be beneficial.

Responsibilities

• Investigating complaints thoroughly and accurately, ensuring good and appropriate outcomes.
• Keeping customers informed throughout the complaints process and managing cases through to resolution.
• Liaise effectively with stakeholders across the business to gather information and support fair resolution of complaints.
• Achieve and maintain productivity, quality and service targets while delivering fair customer outcomes.
• Manage follow-up correspondence and respond promptly to enquiries and additional information.
• Follow up on complaints to progress cases to a satisfactory conclusion and avoid repeat complaints.
• Develop, interpret, and provide instructions on matters of policy and regulatory requirements.
• Support training and deliver presentations on effective complaint handling.

Skills

Claims handling

Complaints handling

Communication

Problem solving

Regulatory awareness

Job description

NHBC in Milton Keynes is seeking a Complaints Handler to investigate and resolve customer complaints, ensuring fair outcomes and high-quality service. You’ll manage a varied caseload, provide clear responses, and collaborate with colleagues across NHBC to identify issues and improve the customer experience.

You will handle complaints thoroughly, keep customers informed, meet regulatory requirements, and contribute to training and sharing best practices to improve complaint handling across the