Customer Experience Consultant

  • Job Reference: NHBC5458
  • Date Posted: 19 November 2020
  • Employer: NHBC
  • Website:
  • Location: Milton Keynes, Buckinghamshire
  • Salary: £26,000 to £28,200
  • Bonus/Benefits: Pension, Private Healthcare, 25 days holiday, Employee Assistance
  • Sector: Call Centre / Customer Service
  • Job Type: Full Time
  • Duration: Perm

Job Description

NHBC have two brilliant opportunities for a Customer Experience Consultants to join their Claims team based in Milton Keynes. The role of the Customer Experience Consultant is the key contact for our consumers and customers on claims that can be identified as more complex, or higher risk. You will need to conduct a thorough review of each claim, and ensure all supporting evidence is requested and considered, to ensure an accurate decision can be communicated on the cover provided by the policy. You will also need to communicate and liaise with Claims Handling, Claims Investigators, and Builders, to ensure that accurate and timely decisions are made on whether to progress a claim.

The primary purpose of the role is to ensure the smooth management and timely delivery of a claim to decline, or to the appropriate team for the next steps. Customer demand comes in via numerous forms of communication method, however confidence and willingness to communicate effectively and regularly via telephone (inbound/outbound) is essential to this role.

 The role offers an insight into the new homes business and provides an interesting opportunity to provide valuable support for our customers through complex and varied claims.


About the role

Consider all items against the correct section and policy cover to accurately decline or recommend further investigation of a claim at first contact.

Identify emerging large and complex claims and ensure any relevant and appropriate referrals are completed in a timely manner as per processes.

Resolve Resolution requests without the need for a site visit wherever possible by liaising with the Builder’s customer care team.

Manage customers’ expectations, explaining decisions succinctly and well, and detailing what will happen next.

Provide regular and timely updates to customers on progress.

Proactively work with other parties involved in obtaining the correct information to decline or progress a claim to the appropriate team.

Make recommendations to and seek advice, direction and authority from senior team members if appropriate.

Act as a referral point for queries from other members of the First Contact team on simpler claims

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.

Ensure complaints are managed in a timely and pro-active manner, with adherence to required timescales and regulatory requirements.

Identify and act on learning & development needs in order to maximise personal contribution to your role.

Ownership and adherence to internal and external policies, procedures and governances.

Play your part in business improvements by contributing ideas for improvements.

Other tasks and projects commensurate with the seniority of the role.


About you

Experience within a customer service environment

Especially on the telephone as role is working in a call centre environment

GCSE A-C English and Maths

NVQ L3 or equivalent

Demonstrable administrative and IT skills

Strong communication skills verbal and written

Problem solving

Strong attention to detail


Salary & Benefits

£26000.00 - £28,200.00 per annum (depending on experience)
Up to 6% performance related bonus
25 days pa annual leave with option to purchase one additional week per year.
Pension scheme to Pension Mark Plus standards (up to 10.5% of salary employer contribution).
Equalised Paternity, Maternity and Adoption Leave.
Life assurance of 4 x salary.
Subsidised private medical insurance.
Cycle purchase scheme.
High street discounts and preferential gym rates.
Employee assistance programme.


Apart from working with great colleagues who are passionate about what they do, we pride ourselves on developing individuals to achieve their full potential and offer exceptional personal development and career progression opportunities. We also support, sponsor and pay for training and membership to relevant professional organisations. All necessary equipment and other allowances associated with working from home will be provided.

Always happy to talk flexible working
We encourage employees to work flexibly in different ways including home working, field working and both formal and informal flexible working arrangements. We don’t promise we can offer you what you want, but we are always happy to talk flexible working. In the interview process we’ll discuss this more with you.

Diversity and Inclusion
NHBC is committed to equal opportunities for all. We are a signatory to the Armed Forces Covenant and the Women in Finance Charter. Our inclusive culture helps us to maintain competitive advantage as we aim to attract people from diverse backgrounds to complement our team. Underlying our overall commitment to equality is the fundamental belief in the right of all employees and customers to be treated with dignity and respect and to be guaranteed freedom from discrimination.

Our Values
Excellent – Proud and professional in all that we do.

Connected - Collaborating, sharing and achieving success as a team.

Human - Challenging, supporting and respecting each other.

Progressive - Inspired by possibilities, learning and adapting together.


Closing Date: Thursday 3rd December 2020