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Salary: £27,000 + 6% performance bonus

Working location: Milton Keynes

Employment type: hybrid, full time, permanent

 

Job summary:

The Customer Experience Consultant is the main point of contact for customers on standard claims, ensuring clear communication, timely support throughout the claims process, and collaboration with internal teams to deliver satisfactory outcomes. This role offers insight into the new homes business and a unique opportunity to support customers through complex and varied claims.

 

 

What you’ll be doing

 

  • Assess and recommend claim repudiation or investigation at first contact

  • Resolve issues efficiently without site visits by coordinating with builder customer care teams

  • Collaborate proactively with all involved parties to avoid delays

  • Refer complex issues to Team Leaders or Claims Consultants as needed

  • Ensure compliance with Treating Customers Fairly and regulatory requirements

  • Handle complaints promptly and professionally

  • Take responsibility for personal development and continuous learning

  • Adhere to all relevant policies and procedures

  • Contribute to business improvements and support relevant projects

 

What we’re looking for

 

  • Experience within a customer service environment
  • Especially on the telephone as role is working in a call centre environment.
  • Knowledge of working with housing association
  • Experience with previous claims handling
  • Ideally someone with insurance background 

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, paternity, adoption leave and pay for all new parents

 

+ many more!

 

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.

 

 

#li-hybrid

 

National House-Building Council and its subsidiaries (NHBC) engage with preferred recruiters or agencies on a formal basis. NHBC is unable to accept applications from recruiters or agencies who do not have signed terms of business with NHBC. If unsolicited applications or CVs are received from recruiters or agencies with or without such an agreement, NHBC will neither consider nor agree to any payment to that party.