Customer Services Quality Co-ordinator

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Customer Services Quality Co-ordinator, Milton Keynes

Client: NHBC

Location: Milton Keynes, United Kingdom

Job Category: Customer Service

EU work permit required: Yes

Job Reference: d485a30e7ffb

Job Views: 7

Posted: 26.04.2025

Expiry Date: 10.06.2025

Job Description:

Salary: £25,500 – £27,500 depending on experience + up to 6% bonus per annum

Working Location: Milton Keynes

Closing Date: 03/06/2024

Employment Type: Full Time, Permanent

A Customer Service Quality Coordinator is responsible for reviewing work items through quality monitoring and auditing to ensure compliance with NHBC Customer Services processes and regulatory requirements. The role involves making recommendations for improvements, development, and training needs, which will be communicated to relevant managers, and analyzing or producing reports for management purposes.

What we offer:

• 27 days annual leave (plus bank holidays) and a holiday purchase scheme
• Generous pension scheme, with employer contribution of up to 10.5%
• Life Assurance (x4 salary)
• Subsidised private medical insurance
• Cycle to Work scheme
• Employee discounts platform, including gym discounts
• 24/7 employee assistance programme supporting mental wellbeing
• 2 days volunteer leave
• Equalised maternity, paternity, adoption leave and pay for all new parents
• Payroll Giving for charitable donations through monthly pay deductions

What you’ll be doing:

• Selecting random samples of calls and emails to monitor quality assurance within NHBC Customer Services, assessing compliance and ensuring consistent, accurate, and efficient work.
• Identifying process non-compliance and training or process improvement needs.
• Providing feedback to managers regarding focus, training, and development needs, supporting coaching where necessary.
• Completing monthly internal audits across the department, including reporting and amendments based on audit requirements.
• Creating, validating, and coordinating management information reports for stakeholders including ExCo, senior leaders, and the NHBC Board.

The ideal candidate will have:

• IT literacy: Word, Excel, Outlook
• Strong understanding of Customer Service processes
• A professional, logical, and measured approach to tasks
• Good communication skills: written, questioning, listening, verbal; ability to provide constructive feedback and adapt to different situations
• Self-motivated, proactive, and organized

Why you should join us:

At NHBC, we are proud to be unique. No other organization in our sector combines the variety of services and scale we offer. As the market leader, our name is synonymous with new home warranty and insurance. Our people are driven by our core purpose to raise standards in housebuilding and protect homeowners.

We are a modern, lifestyle and family-friendly employer experiencing rapid growth, investing in technology, data, and new ways of working. We seek passionate, talented, and driven individuals to join us.

We encourage flexible working arrangements. While we cannot promise specific options, we are always open to discussions about flexible working.

Your future with us:

We have many examples of career development within our organization. We promote internal mobility and work hard to retain top talent. We offer excellent personal development and career progression opportunities, supporting training, ongoing development, and professional qualifications.

Our inclusive culture:

We are committed to fostering an inclusive environment where everyone can bring their authentic selves to work. We believe in fair treatment, dignity, and respect for all employees and customers, free from discrimination. We have active employee networks that support colleagues and allies, creating safe spaces for open dialogue and idea sharing.