Technical Complaints Handler

Job Role: Technical Complaints Handler

Salary: £39,000 - £42,000 + 6% performance bonus

Working Location: Milton Keynes, Hybrid working, 2 days in office

Employment Type: Full Time, Permanent

Closing Date: Wednesday 22^nd July

Job summary:

We’re looking for a Technical Complaints Handler to join our Consumer Affairs team at NHBC. In this role, you’ll review and respond to a range of complaints and enquiries received by Consumer Affairs, with a particular focus on technical complaints relating to NHBC’s Inspection Services and Building Control Services, while also supporting Claims complaints where required. Working closely with teams across the business, you’ll investigate concerns, assess evidence and provide clear, fair and timely responses to customers. This is a great opportunity for someone with complaint handling experience, strong technical knowledge and the ability to explain complex information in a straightforward and professional way.

What you’ll be doing:

• Investigating and responding to a range of complaints and enquiries received by Consumer Affairs, with a focus on technical complaints relating to Inspection and Building Control Services
• Reviewing evidence, assessing information and preparing clear written responses within agreed timescales
• Working closely with colleagues across Consumer Affairs, Inspections, Technical Operations and other teams to gather information and support complaint resolution
• Keeping complainants updated throughout the process and delivering a high standard of customer service
• Acting as a technical point of contact for the Consumer Affairs team on inspections, building control matters and Building Regulations queries
• Supporting the wider team with Claims complaints when required, helping to ensure fair outcomes and a consistent customer experience
• Identifying complaint trends and root causes to help drive service improvements
• Coaching and supporting colleagues within the Consumer Affairs team where needed

What we’re looking for:

• Previous complaint handling or dispute resolution experience
• Experience within the building or construction industry, with a strong understanding of technical issues
• Good knowledge of Building Regulations and associated guidance documents
• Ability to interpret technical information and explain it clearly to customers and stakeholders
• Strong written and verbal communication skills with a calm, empathetic and professional approach
• Excellent attention to detail and confidence reviewing evidence and making sound judgements
• A collaborative mindset with the ability to build strong relationships across teams
• Well organised, self-motivated and comfortable managing priorities in a fast-paced environment
• Ideally, experience in Building Control and/or a relevant qualification or professional membership

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.

We are a Disability Confident organisation committed to fair and inclusive recruitment. Our first step is to review applications to ensure candidates meet the essential criteria for the role. We assess skills, experience, and potential objectively, and provide support or reasonable adjustments where needed. Candidates who meet the criteria will progress to the next stage.

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