Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Handle complaints from start to finish, ensuring timely and compassionate resolutions.
- Company: Join NHBC, the market leader in new home warranty and insurance, dedicated to raising industry standards.
- Benefits: Enjoy 27 days annual leave, generous pension, life assurance, and employee discounts.
- Why this job: Be part of a growing team that values flexibility, personal development, and an inclusive culture.
- Qualifications: Experience in complaints handling and strong communication skills are essential.
- Other info: Hybrid working available after training; opportunities for career progression and professional development.
The predicted salary is between 22000 - 26000 £ per year.
Salary: £26,000 - £30,000 depending on experience + up to 6% discretionary bonus.
Working Location: Milton Keynes – Hybrid once fully trained
Employment Type: Full Time, Permanent
As a Complaints Officer, you will be responsible for the end-to-end review of your own caseload of complaints from receipt to final decision, ensuring that complaints are thoroughly reviewed, investigated, and resolved in a timely manner with a high degree of compassion and in line with our regulatory requirements.
What we offer:
- 27 days annual leave (plus bank holidays) and a holiday purchase scheme
- Generous pension scheme, with an 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 your mental wellbeing
- 2 days volunteer leave
- Equalised maternity, paternity, adoption leave and pay for all new parents
- Payroll Giving, allowing donations to your chosen charity through monthly pay deductions
What you’ll be doing:
- You will be an ambassador for the company, speaking with homeowners to support with simple complaints that the business receives.
- This role involves thorough end-to-end complaint investigations, liaising with other departments and stakeholders to ensure good outcomes for our policyholders, and effectively communicating your decision in a professionally written final response letter.
- You will support your Complaint Handling colleagues in assisting with more complex cases where possible.
- You will have excellent telephony skills with the ability to articulate your findings clearly and simply, without compromising customer service.
- Continuously updating admin records and internal systems for paper trail and audit purposes.
The ideal candidate will have:
- FCA working knowledge and understanding is essential.
- Complaints experience in an office-based role is essential.
- Computer literacy.
- Strong written and verbal communication skills.
Why you should join us:
At NHBC, we are proud to be unique. No other organisation in our sector combines the variety of services and scale that 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 who is in a period of rapid growth, investing in technology, data, and new ways of working. We need passionate, talented, and driven people to join us on this journey.
We encourage our colleagues to work flexibly. We don’t promise we can offer exactly what you want, but we are always happy to discuss flexible working.
Your future with us:
We have many examples of people building their careers with us. We strongly support internal mobility and work hard to retain our best talent. We offer excellent personal development and career progression opportunities. If you’re ambitious, driven, and hardworking, you will succeed here. We’ll support you with full training, ongoing development, and opportunities for recognized qualifications and professional memberships.
Our inclusive culture:
We are committed to creating an inclusive environment that encourages everyone to bring their true selves to work. We believe in fair treatment for all employees and customers, free from discrimination. We have active employee networks that support colleagues and allies, creating safe spaces for open conversations and idea sharing.
Complaints Officer employer: NHBC
Contact Detail:
NHBC Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Complaints Officer
✨Tip Number 1
Familiarise yourself with the FCA regulations and guidelines, as having a solid understanding of these will be crucial in your role as a Complaints Officer. This knowledge will not only help you in handling complaints effectively but also demonstrate your commitment to compliance during interviews.
✨Tip Number 2
Practice your telephony skills by engaging in mock calls or role-playing scenarios with friends or family. Being able to articulate your findings clearly and simply over the phone is essential for this position, so honing these skills will give you an edge.
✨Tip Number 3
Network with current or former employees in similar roles to gain insights into the company culture and expectations. This can provide you with valuable information that you can use to tailor your approach during the interview process.
✨Tip Number 4
Prepare specific examples from your past experiences where you've successfully resolved complaints or handled difficult situations. Being able to share these stories will showcase your problem-solving abilities and customer service skills, which are key for a Complaints Officer.
We think you need these skills to ace Complaints Officer
Some tips for your application 🫡
Understand the Role: Read the job description carefully to understand the responsibilities and requirements of a Complaints Officer. Highlight key skills such as complaint handling, communication, and FCA knowledge that you possess.
Tailor Your CV: Customise your CV to reflect your relevant experience in complaints handling and customer service. Use specific examples that demonstrate your ability to manage complaints effectively and compassionately.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for the role and the company. Mention your understanding of the importance of customer service and how your skills align with the company's values and mission.
Proofread Your Application: Before submitting, thoroughly proofread your CV and cover letter for any spelling or grammatical errors. A polished application reflects your attention to detail, which is crucial for a Complaints Officer.
How to prepare for a job interview at NHBC
✨Understand the Role
Make sure you have a clear understanding of what a Complaints Officer does. Familiarise yourself with the end-to-end complaint process and be ready to discuss how you would handle various scenarios.
✨Showcase Your Communication Skills
Since this role requires excellent written and verbal communication, prepare examples that demonstrate your ability to articulate findings clearly and professionally. Practice explaining complex issues in simple terms.
✨Familiarise Yourself with FCA Regulations
Having a working knowledge of FCA regulations is essential for this position. Brush up on relevant guidelines and be prepared to discuss how they apply to complaint handling.
✨Demonstrate Empathy and Compassion
As a Complaints Officer, you'll need to handle sensitive situations with care. Think of examples from your past experiences where you've shown empathy and resolved issues effectively, and be ready to share them during the interview.
