Employee interview

Hear from James Ardley

"Personally, one of the benefits I’ve appreciated most was when my daughter was born in 2020 because I was able to take 13 weeks of fully-paid paternity leave."

Name: James Ardley
Job Title: Customer Contact Advisor
Department: Customer Services

What initially attracted you to NHBC, and what has kept you here since joining?: During my gap year in 2006/2007, I had the opportunity to temp for NHBC for three months. I genuinely enjoyed my time here; I was treated well, and it was a great environment to work in. After finishing my degree, I spent some time away from Milton Keynes, but when I returned in 2014, I remembered what a positive experience I had at NHBC. I decided to apply for a position, and fortunately, I was successful. I haven’t looked back since! One of the things I value most about working here is the excellent work-life balance, which is very important to me. NHBC also offers a vibrant community, with team outings and activities organised across the company, which keeps the workplace engaging and enjoyable.
Can you describe a typical day in your role, and how does NHBC support you in delivering excellent customer service?: My main responsibility within Customer Services is overseeing a process called under/over declaration , which looks at what the developer initially thought the property would sell for against what the property actually sold for and invoicing/crediting the developer for any difference this makes to the cost of the policy on that property. My daily tasks are varied, I manage work items in our queues, respond to customer emails and review policies. NHBC supports me in delivering excellent customer service by offering thorough training courses, online tools and email templates. They also provide regular feedback, which helps me stay on track and continuously improve.
How does NHBC promote work-life balance and what are some benefits you enjoy?: NHBC is committed to promoting work-life balance, regularly highlighting its importance for mental health through awareness days and various initiatives. Within Customer Services, for example, we have activities like dart and pool tournaments that bring teams together in a fun way. Personally, one of the benefits I’ve appreciated most was when my daughter was born in 2020 because I was able to take 13 weeks of fully-paid paternity leave, giving me valuable time to bond with my family.
What advice would you give someone considering a customer service position at NHBC?: I would say go for it! A role in Customer Services is an excellent entry point into the company. Many employees start here and move on to other areas, advancing their careers within NHBC. Working in Customer Services gives you a solid understanding of the business and creates a strong foundation for future roles.