Customer Experience Consultant

Location: Milton Keynes, United Kingdom

Job Category: Customer Service

EU work permit required: Yes

Salary: £28,400 to £29,500, plus up to 6% bonus per annum

Working Location: Milton Keynes

Closing Date: 14th June 2024

Employment Type: Full Time, Permanent

This role is subject to additional IDD checks.

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, this allows you to make donations to your chosen charity through monthly pay deductions.

What you’ll be doing:

As a Customer Experience Consultant, you will manage a caseload from validity through to the conclusion of the claim. Your responsibilities will revolve around providing exceptional service and support during the claims process, ensuring that customer’s needs are met, and their concerns are addressed promptly and efficiently. Working collaboratively with others, you will need to communicate and liaise with Claims Investigators, keeping the customer informed throughout the process. The primary purpose of the role is to ensure the smooth and effective management of a claim to closure.

Role and responsibilities include:

• Proactive management of claims with regular touch points with your customer.
• Working to internal Service Level Agreements.
• Support the standard claims workstreams whenever customer demand requires you to do so, or upon the request of a Team Leader.
• Ensure understanding and adherence to Treating Customers Fairly requirements.
• Ownership and adherence to internal and external policies, procedures, and governance.
• Opportunity to help improve internal processes, practices, and activities within the team.

The ideal candidate will have:

• Experience working with housing associations or managing agents.
• Experience within a customer service environment.
• Insurance claims handling experience.
• Good communication skills both verbal and written.
• Excellent organisation, attention to detail, multi-tasking, and problem-solving 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 are 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 you exactly what you want, but we are always happy to talk about flexible working.

Your future with us:

We have many examples of people building their careers with us. We are strong advocates of internal mobility and work hard to retain our best talent. We offer exceptional personal development and career progression opportunities. If you’re ambitious, driven, and hard-working, you will succeed with us. We’ll support you with full training, ongoing development, and opportunities to gain recognized qualifications and professional memberships.

Our inclusive culture:

We are committed to creating an inclusive culture that encourages everyone to bring their true selves to work. We believe in the rights of all our employees and customers to be treated fairly, with dignity and respect, free from discrimination. We have active employee networks that support our colleagues and their allies, creating safe spaces for open conversations and sharing ideas.