Customer Services Quality Co-ordinator

NHBC; Milton Keynes; On-site; GBP 25,000 - 28,000; Full time

Job summary

NHBC is seeking a Customer Services Quality Coordinator to ensure compliance with processes through monitoring and auditing. The role entails reviewing service quality, identifying training needs, and generating reports for management, within a company committed to raising standards in housebuilding.

Benefits

27 days annual leave and holiday purchase scheme

Generous pension scheme (up to 10.5% employer contribution)

Life Assurance (x4 salary)

Subsidised private medical insurance

Cycle to Work scheme

Employee discounts platform

24/7 employee assistance programme

2 days volunteer leave

Equalised parental leave and pay

Payroll Giving for charity donations

Qualifications

• Strong understanding of customer services processes.
• Self-motivated and proactive approach.
• Professional and logical in decision-making.

Responsibilities

• Monitor calls and emails for quality assurance.
• Audit compliance within NHBC customer services.
• Provide feedback on training needs.

Skills

Communication skills

IT literacy

Customer Service understanding

Proactive

Organized

Tools

Word

Excel

Outlook

Job description

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Customer Services Quality Co-ordinator, Milton Keynes

Client: NHBC

Location: Milton Keynes, United Kingdom

Job Category: Other

EU work permit required: Yes

Job Reference: d485a30e7ffb

Job Views: 2

Posted: 02.06.2025

Expiry Date: 17.07.2025

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. Responsibilities include reviewing processes, making improvement recommendations, developing training needs, and reporting to management.

What we offer:

• 27 days annual leave (plus bank holidays) and a holiday purchase scheme
• Generous pension scheme, with up to 10.5% employer contribution
• 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 parental leave and pay
• Payroll Giving for charity donations

Responsibilities:

• Select random samples of calls and emails to monitor quality assurance within NHBC Customer Services, assessing compliance and consistency.
• Identify process non-compliance and training or process improvement needs.
• Provide feedback to managers on training and development needs, supporting coaching where necessary.
• Complete monthly internal audits across the department and report findings.
• Create and coordinate Management Information reports for stakeholders including ExCo, Senior Leaders, and the NHBC Board.

Ideal Candidate:

• IT literate: Word, Excel, Outlook
• Strong understanding of Customer Services processes
• Professional, logical, and measured approach
• Excellent communication skills, including providing constructive feedback and adapting to different situations
• Self-motivated, proactive, and organized

Why join us:

NHBC is a leader in the sector, committed to raising standards in housebuilding and protecting homeowners. We promote flexible working, support career development, and foster an inclusive culture that values diversity and fairness. Join us to build your career in a dynamic and supportive environment.