Customer Contact Advisor

National House Building Council; Milton Keynes; Hybrid; GBP 24,000 - 28,000; Full time

Job summary

The National House Building Council is seeking a Customer Contact Advisor to provide exceptional customer service. This role entails managing various customer interactions, offering support, and ensuring a smooth experience while upholding NHBC's high standards. Join a forward-thinking team and enjoy generous benefits including 27 days annual leave, flexible working arrangements, and opportunities for growth.

Benefits

27 days annual leave + bank holidays

Enhanced pension scheme

Life assurance

Subsidised private medical insurance

Employee discounts platform

Enhanced leave and pay for new parents

Qualifications

• Confident communicator who is friendly and calm under pressure.
• Proactive team player with good admin skills.
• Ability to handle issues and improve customer satisfaction.

Responsibilities

• Handle customer queries via phone, email, and webchat.
• Support builders, homeowners, and solicitors effectively.
• Ensure accurate capture of information and issue resolution.

Skills

Customer service

Problem-solving

Communication

Organisational skills

Education

GCSEs in English and Maths

Job description

Job role: Customer Contact Advisor (FTC)

Salary: £24,000 + up to 6% performance bonus

Working location: Milton Keynes

Employment type: Full time, Permanent

**PLEASE NOTE THIS IS A 3 MONTH FTC**

Working hours for this role are Monday – Friday 9am – 5pm. During training there will be a requirement to be in the office 5 days a week. However down the line will reduce to a requirement of 3 days a week in our Milton Keynes office with the option of working from home the other 2 days.

Job summary:

We’re looking for a friendly and customer-focused team player to be the first point of contact for our customers, solicitors and builders, helping them with queries about NHBC policies for new homes. Based in our Customer Services team, you’ll handle phone calls, emails and web chats, providing a first-class experience while supporting other areas of the business. If you’re great with people, comfortable with systems, and enjoy solving problems, we’d love to hear from you!

What you’ll be doing:

• Handling customer queries via phone, email, and webchat
• Supporting homeowners, builders, housing associations, and solicitors
• Using NHBC systems and portals to deliver a smooth customer journey
• Processing document requests and promoting NHBC’s products
• Taking ownership of queries and ensuring correct resolution or escalation
• Helping with complaints and ensuring all info is accurately captured

What we’re looking for

• Confident communicator who’s great with people and calm under pressure
• Comfortable using systems and online tools
• Proactive, friendly and a real team player
• Ability to handle issues and turn unhappy customers into happy ones
• Strong admin and organisational skills
• GCSEs (or equivalent) in English and Maths

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

+ 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.

#li-hybrid

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.

Why work for NHBC

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

Flexibility

Bonus

We offer a yearly performance based bonus to all employees based on a percentage of salary.

27 days holiday + bank holidays with the opportunity to purchase extra days.

Enhanced leave and pay

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.

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.

If you're interested in working at NHBC but haven't found the role for you within our list of current vacancies, please feel free to upload your CV. We will contact you if a suitable position becomes available and will keep your CV on file for up to 18 months. We also recommend checking our careers web page regularly, as new opportunities are posted frequently.

National House-Building Council and its subsidiaries (NHBC) engage with preferred recruiters or agencies on a formal basis. NHBC is unable to accept applications from recruiters or agencies who do not have signed terms of business with NHBC. If unsolicited applications or CVs are received from recruiters or agencies with or without such an agreement, NHBC will neither consider nor agree to any payment to that party.