Complaints Officer

3 weeks ago

Milton Keynes, United Kingdom NHBC Full time

**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, this allows you to make 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 are reached for our policyholders and effectively communicating your decision in a professionally written final response letter.
- You will also support your Complaint Handling colleagues in assisting with progressing more complex cases where possible.
- You will have excellent telephony skills with the ability to articulate your findings in a clear and simple way without compromising the level of customer service.
- Continuously keeping admin records/ internal systems up to date for paper trail and audit purposes.
- FCA working knowledge and understanding is essential for the role.
- Complaints experience in an office-based role is essential.
- Computer literate.
- Strong written and verbal communication skills.

**Job Types**: Full-time, Permanent

Pay: £26,000.00-£30,000.00 per year

**Benefits**:

- Additional leave
- Bereavement leave
- Canteen
- Company pension
- Cycle to work scheme
- Enhanced maternity leave
- Enhanced paternity leave
- Free parking
- Health & wellbeing programme
- Life insurance
- On-site parking
- Paid volunteer time
- Private medical insurance
- Referral programme
- Sick pay
- Work from home

Schedule:

- Day shift
- Monday to Friday

Supplemental pay types:

- Bonus scheme

**Education**:

- GCSE or equivalent (preferred)

**Experience**:

- customer service: 1 year (preferred)

Licence/Certification:

- Driving Licence (preferred)

Work Location: Hybrid remote in Milton Keynes

Reference ID: 2164

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