Claims Home Insurance - Customer Experience Consultant

Job role: Customer Experience Consultant

Salary: £28,400 - £29,500 bonus per annum + 6% performance bonus 

Working location: Milton Keynes - Hybrid

Employment type: Full-time, permanent

* This role is subject to additional IDD checks*

Known internally as Customer Experience Consultant.

Job summary:
As a Customer Experience Consultant, you will manage a caseload from validity through to the conclusion of the claim. Your responsibilities will revolve around providing exceptional service and support during the claims process, ensuring that customer’s needs are met, and their concerns are addressed promptly and efficiently.

Working collaboratively with others you will need to communicate and liaise with Claims Investigators, keeping the customer informed throughout the process. The primary purpose of the role is to ensure the smooth and effective management of a claim to closure.

What you’ll be doing

• Proactive management of claims with regular touch points with your customer.
• Working to internal Service Level Agreements.
• Support the standard claims workstreams whenever customer demand requires you to do so, or upon the request of a Team Leader.
• Ensure understanding and adherence to Treating Customers Fairly requirements. 
• Ownership and adherence to internal and external policies, procedures, and governance.
• Opportunity to help improve internal processes, practices and activities within the team

What we’re looking for

• Working with housing associations or managing agents.
• Experience within a customer service environment.
• Insurance claims handling experience.
• Good communication skills both verbal and written.
• Excellent organisation, attention to detail, multi-tasking, and problem-solving skills.

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.