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- 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.
- 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.
- Other info: Dynamic role with opportunities for personal growth and development.
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
Contact Detail:
NHBC Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Complaints Handler in Milton Keynes
✨Tip Number 1
Get to know the company inside out! Research NHBC's values, mission, and recent news. This will help us tailor our conversations and show that we’re genuinely interested in being part of the team.
✨Tip Number 2
Practice makes perfect! Role-play common interview questions with a friend or in front of the mirror. This will help us articulate our thoughts clearly and confidently when discussing our experience in complaints handling.
✨Tip Number 3
Network like a pro! Connect with current or former NHBC employees on LinkedIn. They can provide insider tips and might even put in a good word for us when we apply through our website.
✨Tip Number 4
Follow up after interviews! A quick thank-you email reiterating our interest in the role can leave a lasting impression. It shows we’re proactive and keen to join the Consumer Affairs team.
We think you need these skills to ace Complaints Handler in Milton Keynes
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Complaints Handler role. Highlight your relevant experience in complaints handling and showcase your excellent communication skills. We want to see how you can bring your unique flair to our Consumer Affairs team!
Showcase Your Problem-Solving Skills: In your written application, give examples of how you've effectively resolved complaints in the past. We love seeing candidates who can demonstrate sound judgement and a clear understanding of customer needs, so don’t hold back on those success stories!
Be Professional Yet Personable: While we appreciate professionalism, we also value a friendly tone. When writing your application, strike a balance between being formal and approachable. This reflects the empathetic responses we expect from our Complaints Handlers.
Apply Through Our Website: We encourage you to submit your application through our website. It’s the best way for us to receive your details directly and ensures you’re considered for the role. Plus, it’s super easy to do!
How to prepare for a job interview at NHBC
✨Know Your Stuff
Before the interview, make sure you have a solid understanding of NHBC policies and procedures. Brush up on your knowledge of complaints handling and relevant UK law. This will not only help you answer questions confidently but also show that you're genuinely interested in the role.
✨Showcase Your Empathy
As a Complaints Handler, empathy is key. Prepare examples from your past experiences where you've successfully resolved complaints by understanding the customer's perspective. This will demonstrate your ability to handle complex situations with care and professionalism.
✨Practice Your Communication Skills
Since excellent communication is crucial for this role, practice articulating your thoughts clearly and concisely. You might want to rehearse common interview questions with a friend or in front of a mirror to ensure you come across as confident and articulate during the actual interview.
✨Prepare for Scenario Questions
Expect scenario-based questions that assess your problem-solving skills and judgement. Think of specific situations where you had to manage a complaint under pressure, and be ready to explain your thought process and the outcomes. This will highlight your ability to work effectively in a fast-paced environment.