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Complaints Officer

1 month ago

Milton Keynes, United Kingdom NHBC Full time

**Salary**:£27,120 - £32,120 + up to 12% bonus per annum

**Working Location**: Milton Keynes

**Closing Date: 06/01/2023**

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.

**Why you should join us**

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** flexible working**.

**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

**What our people say**:
‘Working in Consumer Affairs means no two days are the same. I take huge pride in helping resolve complaints for our consumers. There is lots of training and support on offer to help me, and opportunities to enable me to continue to grow and develop.’

**What you’ll be doing**

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. 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.

If you are a self-motivated individual, with great attention to detail and who prides themselves on delivering great customer service then you will be ideal for this role. You will need to be very organised, able to prioritise your busy workload and happy to support the wider team where needed.

**Education and Qualifications**
- GCSE level or equivalent in English and Maths
- Confident in managing complainants on the telephone.
- Problem-solver with decision-making capabilities
- Enthusiasm for working in a fast-paced and evolving environment with a willingness to learn new skills to develop own skill set.
- Good written communication skills.

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.

**Your future with us**

We have lots of fantastic examples across our business of people who are building their career with us. We are huge 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 the opportunity to gain recognised 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 fundamentally 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 the sharing of ideas.

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