Customer Experience Consultants

**We’re looking for 2 Customer Experience Consultants**

Would you like to join a rapidly growing business and the UK’s leading warranty and insurance provider for newly-built homes? Our Claims team is looking for a strong multi-tasker with an excellent phone manner and decisive reasoning skills to join the team as a Customer Experience Consultant.

The Claims department assesses claims made under the different warranty products offered by NHBC and makes sure when valid, they are settled fairly and efficiently.

If you want to join us at an exciting time and to grab hold of and develop in this role then you could be the perfect fit to join us in our Milton Keynes head office.

**Your day-to-day role**

As a Customer Experience Consultant, you will handle initial contacts made by customers who want to find out more about their policy or make a claim. You must have a strong focus on delivering excellent customer service whilst providing accurate advice and making appropriate decisions in line with our warranty products. You must communicate the cover provided using a clear and conversational style, articulate yourself in a way that ensures the customer is clear and satisfied with the reasoning behind your decisions. A significant part of the role is handling claims for apartment blocks and so a desire to work with complex information is key. It is also crucial that you are able to manage multiple stakeholders on each enquiry, tailoring your approach to each.

**Key elements of the Customer Experience Consultant role are**:

- Use the policy to decide whether to decline or assess a claim at the point of first contact
- Manage customers expectations, explaining decisions succinctly and detailing what will happen next in the claims process where appropriate
- Demonstrate care, empathy and a human touch when dealing with others
- Possess strong skills in being able to understand, review and assess complex information
- Able to manage multiple stakeholders including B2C and B2B (Managing Agents, Housing Associations etc)
- Understand when to seek advice, direction, and authority from an appropriate person
- Resolve Resolution requests without the need for a site visit wherever possible by liaising with the Builder’s customer care team - taking ownership till the matter is satisfactorily concluded.
- Proactively work with other parties involved in delivering the elements of the claim to ensure delays are avoided and target completion dates are met or improved upon.
- Ensure complaints are managed in a timely and pro-active manner, with adherence to required timescales and regulatory requirements.

**The qualities and skills we’re looking for**:
If you are a self-motivated individual, with great attention to detail and who prides themselves on delivering excellent customer service then you will be great for this role. You will need to be very organised, able to prioritise your busy workload and be a positive and proactive addition to the team.

**You will also need**:

- Previous insurance experience desirable
- Demonstrable administrative and IT literate, comfortable using a range of systems and programs
- Able to follow processes and procedures
- Confident on the telephone as role is working in a call centre environment
- Excellent communication skills verbal and written
- Able to build empathy and rapport
- Comfortable in a challenging and fast paced environment
- Skilled in having challenging conversations
- Able to prioritise own workload and take ownership of tasks
- Will achieve a great in-depth knowledge of systems, procedures and policy cover
- Experience within a customer service environment
- A multi-tasker with the confidence to work with multiple systems

**Your salary and benefits**

**Pension**: Our pension contributions are generous and, depending on your own level of monthly contributions, we will contribute up to 10.5% of your pensionable salary each year.

**Holiday**: We offer 27 days annual leave plus bank holidays with the option to purchase an extra week per year.

**Private health care**: We will pay towards Aviva private medical insurance cover for you and your family worth £395 each year.

**Maternity, paternity and adoption leave**: We’ve equalised the leave we offer for all colleagues so, whatever your family set up, you can take the leave you need when you add to your family.

**Your future with us**

We offer exceptional personal development and clear career progression opportunities. If you’re ambitious, driven and hard-working you will succeed with us.

**Flexible working**

We encourage our colleagues to work flexibly in different ways to suit their personal circumstances. We can’t promise we can offer you exactly what you want, but we are always happy to talk flexible working at interview stage and beyond.

**Diversity and inclusion**

We are committed to equal opportunities for all with an inclusive culture that helps us to maintain competitive advantage. Our people