Customer Experience Co-Ordinator

NHBC; Milton Keynes; Hybrid; GBP 60,000 - 80,000; Full time

Job description

Overview

Salary: Up to £25,300 per annum + up to 6% discretionary bonus per annum

Working Location: Hybrid – Milton Keynes - Office requirements Monday, Tuesday and Thursday

Working hours: 8.45am - 5pm

**Additional IDD checks will be required for this role ***

What you will be doing:

• Dealing with high volume phone calls, declining or progressing claims at first contact.
• Manage customers’ expectations, explaining decisions well, detailing what will happen next in the claims process.
• Seek advice, direction and authority when necessary, from the appropriate support function.
• Ensure understanding and compliance to General Data Protection Regulation and Treating Customers Fairly requirements.
• Ensure complaints are managed in a timely and pro-active manner, with compliance to required timescales and regulatory requirements.

What we’re looking for:

• Strong written and verbal communication skills.
• Confidence of speaking with customers on the phone.
• Customer service experience.

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.

Responsibilities

What we offer:

Our benefits package includes:

• 27 days annual leave + bank holidays
• Holiday purchase scheme
• Enhanced pension scheme (up to 10.5%)
• Life assurance
• Subsidised private medical insurance
• Employee discounts platform
• Two days volunteer leave
• Enhanced maternity and paternity pay, adoption leave and pay for all new parents

+ many more!

Qualifications

Who we are:

At NHBC, we pride ourselves on being truly unique. No other organisation in our sector matches the range of services and scale we provide. As the market leader, we are recognised as the go-to for new home warranties and insurance. Our team is united by a core purpose: to raise the standards of house building and protect homeowners.

Why you should join us:

As a modern, family-friendly employer, we’re in a phase of rapid growth, embracing technology, data and new ways of working. We’re seeking passionate, skilled and driven individuals to join us on this exciting journey.

Once onboard, you’ll have access to fantastic opportunities for personal and career growth. You’ll receive thorough training, continuous development and the chance to earn recognised qualifications and professional memberships to support your journey.

We support flexible working and encourage our colleagues to find a balance that suits them. While we may not be able to accommodate every request, we’re always happy to have a conversation about flexible working arrangements.

Our inclusive culture:

We are dedicated to fostering an inclusive culture where everyone feels empowered to bring their authentic selves to work. We firmly believe in the right of all our employees and customers to be treated fairly, with dignity and respect, and free from discrimination. Our active employee networks support colleagues and their allies, providing safe spaces for open conversations and idea-sharing.