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: 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.

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