At a Glance
- Tasks: Handle complex complaints, ensuring fair outcomes and clear communication with customers.
- Company: Join a leading organisation dedicated to customer satisfaction and continuous improvement.
- Benefits: Competitive salary, performance bonus, 27 days annual leave, and hybrid working.
- Other info: Dynamic role with opportunities for personal growth and development.
- Why this job: Make a real difference in people's lives by resolving their complaints effectively.
- Qualifications: Strong communication skills, problem-solving abilities, and experience in complaints handling preferred.
The predicted salary is between 30000 - 41375 £ per year.
Salary: £30,000 - £41,375 (depending on experience) + 6% performance bonus
Working location: Milton Keynes, Hybrid 2 days in office
Employment type: full time, permanent
Please note: Your employment will be subject to satisfactory background checks that will need to be completed when you start with NHBC.
In this role, as a Complaints Handler, you’ll be an integral part of our Consumer Affairs team, reporting to the Senior Consumer Affairs Manager/Consumer Affairs Team Leader. You will manage the most complex complaints, carefully reviewing each case to determine the most appropriate course of action. By providing clear, professional, and empathetic responses, you’ll ensure fair, balanced, and well‑reasoned outcomes that make a real difference for our customers.
What you’ll be doing:
- Conduct thorough end‑to‑end complaint investigations, liaising with other departments and stakeholders to ensure fair outcomes for our policyholders, and communicate decisions clearly through professionally written final response letters.
- Ensure complaints are investigated impartially, thoroughly, and with a high degree of accuracy.
- Use sound judgement to interpret policy terms, assessing coverage fairly and consistently.
- Manage a complex caseload, working to tight deadlines and weekly targets. Provide regular updates, showing visible progress, and ensuring consistent movement on all cases.
- Maintain proactive and consistent communication with complainants, ensuring they are kept fully informed throughout the process and receive a high standard of service.
- Resolve complaints effectively, demonstrating a clear understanding of and compliance with FCA, CIC, and Treating Customers Fairly (TCF) requirements.
- Carry out root‑cause analysis for each complaint to identify underlying issues and provide meaningful, actionable feedback to support continuous improvement.
- Follow up on complaints to ensure cases progress appropriately and are brought to a timely and satisfactory conclusion.
- Demonstrate excellent telephony skills, clearly and confidently articulating findings.
- Prepare urgent responses and briefing notes for the Senior Consumer Affairs Manager within tight deadlines, as required.
What we’re looking for:
- An advantage to have, a wide range of claims handling and/or complaints handling experience.
- Able to prioritise own workload, multi‑task, make decisions and work under pressure.
- Excellent communication skills, both written and verbal, with good problem solving skills.
- Well‑organised and manages time effectively.
- Ability to negotiate and be persuasive at all levels.
- Numeracy and accuracy.
- Have a detailed knowledge of NHBC policies, documents, procedures, insurance, the principles of UK law and technical requirements.
What we offer:
Our benefits package includes: 27 days annual leave +
Complaints Handler in Milton Keynes employer: NHBC
NHBC is an excellent employer that values its employees by fostering a collaborative work culture in Milton Keynes, where teamwork and communication are at the forefront of our operations. We offer comprehensive training and development opportunities to ensure your professional growth while providing a supportive environment that prioritises customer service excellence. Join us to be part of a dedicated team committed to making a meaningful impact in the building and inspections sector.
StudySmarter Expert Advice🤫
We think this is how you could land Complaints Handler in Milton Keynes
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at NHBC. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like NHBC before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Complaints Handler in Milton Keynes
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to NHBC:Your cover letter is your chance to shine! Tell us why you want to work at NHBC specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at NHBC!
How to prepare for a job interview at NHBC
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
