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For Companies At a Glance
- Tasks: Handle high volume calls, manage claims, and ensure customer satisfaction.
- Company: Join NHBC, the market leader in new home warranties and insurance.
- Benefits: Enjoy 27 days leave, enhanced pension, medical insurance, and more perks!
- Why this job: Be part of a growing team that values technology, personal growth, and inclusivity.
- Qualifications: Strong communication skills and customer service experience are essential.
- Other info: Flexible working options available; we value your work-life balance.
The predicted salary is between 20300 - 28700 £ per year.
Overview
Job role:First Contact Advisor
Salary:£26,300.00+ 6% performance bonus
Working location:Milton Keynes
Employment type:full time, permanent
Working arrangements: Office requirements Monday, Tuesday and Thursday – 8.45am – 5pm
**Additional IDD checks will be required for this role ***
Shortlisted candidates will be invited to an assessment day lasting up to 1.5 hours. Availability is required on either Monday 2nd March at 9am or Tuesday 3rd of March 11am
Job summary:
As a First Contact Advisor, you will be the first point of contact for homeowners getting in touch with NHBC. You will handle incoming phone calls and emails, listen to customer enquiries, and provide clear, friendly advice about their policy cover. You’ll assess claims at the first point of contact, progress them where possible, request any additional information such as photos or documents, or politely explain when a claim cannot proceed. Your role is to make sure customers understand the next steps and feel supported from their very first interaction.
What you’ll be doing
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Answering incoming phone calls and emails from customers as their first point of contact
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Listening to customer enquiries and deciding whether a claim can be progressed, needs more information, or cannot go ahead
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Asking customers for additional details or evidence, such as photos or documents, when needed
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Clearly explaining decisions and next steps in a friendly, professional way
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Passing more complex claims to the appropriate team at an early stage
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Managing complaints promptly and in line with agreed timescales
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Following data protection, customer fairness, and internal procedures at all times
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Seeking support or guidance from colleagues when required
- Recognising when a customer may be vulnerable and adapting your approach to ensure they feel supported and treated fairly
What we’re looking for
- Strong written and verbal communication skills.
- Confidence of speaking with customers on the phone.
- Customer service experience.
Potential applicants are sometimes put off if they don’t meet 100% of the requirements. We think individual experience, skills and passion make all the difference, so if you meet the majority of the criteria, we’d love to hear from you
What we offer
Our benefits package includes:
- 27 days annual leave + bank holidays
- holiday purchase scheme
- enhanced pension scheme (up to 10.5%)
- life assurance
- subsidised private medical insurance
- employee discounts platform
- two days volunteer leave
- 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
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First Contact Advisor employer: NHBC
Contact Detail:
NHBC Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land First Contact Advisor
✨Tip Number 1
Familiarise yourself with the claims process and common customer queries. This will help you feel more confident during the interview when discussing how you would handle various situations.
✨Tip Number 2
Practice your verbal communication skills by role-playing phone conversations with a friend. This can help you articulate your thoughts clearly and manage customer expectations effectively.
✨Tip Number 3
Research NHBC's values and mission to understand their commitment to customer service and compliance. Being able to align your answers with their core purpose will show that you're a great fit for the team.
✨Tip Number 4
Prepare examples from your previous customer service experience that demonstrate your ability to handle complaints and resolve issues. This will showcase your problem-solving skills and customer-centric approach.
We think you need these skills to ace First Contact Advisor
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your customer service experience and strong communication skills. Use specific examples that demonstrate your ability to handle high volume phone calls and manage customer expectations.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for the role and the company. Mention how your skills align with the job requirements, particularly your confidence in speaking with customers and your understanding of compliance regulations.
Highlight Relevant Experience: In your application, emphasise any previous roles where you dealt with complaints or claims. Detail how you managed these situations effectively and what outcomes you achieved.
Proofread Your Application: Before submitting, carefully proofread your application for any spelling or grammatical errors. A polished application reflects your attention to detail, which is crucial for this role.
How to prepare for a job interview at NHBC
✨Showcase Your Communication Skills
As a First Contact Advisor, strong written and verbal communication skills are essential. During the interview, make sure to articulate your thoughts clearly and confidently. Practice common customer service scenarios to demonstrate how you would handle calls effectively.
✨Understand the Role and Company
Familiarise yourself with NHBC's services and values. Understanding their commitment to raising standards in house building will help you align your answers with their mission. This shows genuine interest and can set you apart from other candidates.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving abilities and customer service experience. Prepare examples from your past roles where you successfully managed customer expectations or resolved complaints. Use the STAR method (Situation, Task, Action, Result) to structure your responses.
✨Emphasise Your Adaptability
NHBC values individuals who can embrace new ways of working and technology. Be ready to discuss how you've adapted to changes in previous roles or how you stay updated with industry trends. Highlighting your flexibility can demonstrate that you're a good fit for their evolving environment.
