Complaints Officer

Job role: Complaints Officer (FTC)

Salary: £28,000 – £31,000 + 6% performance bonus

Working location: Milton Keynes (Hybrid)

Employment type: Full time, Permanent

This role is being offered as a fixed-term contract for approximately two years. The exact duration may vary slightly depending on the successful candidate’s start date.

Job summary:

Are you a natural problem-solver who enjoys getting to the heart of an issue and making a real difference to customers? Join us as a Complaints Officer within our Consumer Affairs Team, where you'll manage your own caseload of complaints from start to finish. You’ll carry out thorough investigations, work with other departments, and ensure fair outcomes — all while delivering excellent customer service. If you’ve got a keen eye for detail, strong communication skills, and a passion for doing the right thing, we’d love to hear from you.

 What you’ll be doing

• Handling your own caseload of complaints from initial receipt to final resolution
• Investigating issues thoroughly and compassionately, in line with regulatory standards
• Writing clear, professional final response letters
• Liaising with internal teams to ensure fair outcomes for policy holders
• Supporting colleagues with more complex cases where needed
• Speaking with customers over the phone, explaining outcomes clearly and confidently

What we’re looking for

• A confident decision-maker with strong problem-solving skills
• Clear and professional written and verbal communicator
• Calm under pressure and able to prioritise tasks effectively
• Strong attention to detail with the ability to analyse complex info
• Great at building relationships and influencing others to reach the best result
• A team player who’s open to learning and adapting
• (Desirable) Experience in regulated complaints handling (FCA/insurance)
• (Desirable) Understanding of FCA DISP rules, TCF principles, or insurance knowledge

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.

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