Customer Service Advisor - Milton Keynes

  • Job Reference: NHBC5459
  • Date Posted: 20 November 2020
  • Employer: NHBC
  • Website:
  • Location: Milton Keynes, Buckinghamshire
  • Salary: £21,700 to £22,900
  • 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 an amazing opportunity for Customer Service Advisor’s to join their Customer Services team based in Milton Keynes.

The role of Customer Service Advisor will provide excellent service and support to our Customer Service department which includes, Business Support, Customer Contact and Bond administration. The role will be varied across the customer service department including customer service to builders, conveyancers and homeowners for any general queries about NHBC and specifically to ensure the NHBC policy is in place for new homeowners.  In addition to this you will be working as part of a team to exceed performance targets and deliver effective and customer focused support to all areas including Key Stakeholders.

About the role

-To perform daily tasks within agreed SLA targets and legislative requirements to help the team deliver their targets

-Being part of a flexible resource to help support other parts of Customer Services during times of peak demand or on special projects as directed by the Team Leader

-Administer new project requests in Customer Services, through to business as usual status

-Processing Road & Sewer Bond applications and support the rest of the customer contact and the department with administrative processes.

-Perform daily tasks within SLA’s to help the team deliver their targets which will include, dealing with calls, emails and web enquiries relating to our Online Services, Road & Sewer Bonds and creation of ad hoc reports

-Checking information and wording on the Road and Sewer Bonds

-Handling inbound and outbound calls, emails and online queries to/from Builders/Developer customers / Solicitors / Housing Associations

-Be aware of the requirements of the business and our customers and escalate matters where necessary

-Key areas of activity for the Support Advisor include processing builder application forms, registering plots, site amendments, maintenance of builders and developers, chasing payments, insolvency processing, and supporting NHBC Inspection and Technical Services

-Handling inbound and outbound calls, emails and on-line queries to/from Builders/Developer customers

-Clearing support issues via the workflow system, all aspects of site and plot administration along with maintenance of the builder register

-Guiding builders through the registration process

-Actively promote other products and services offered by NHBC to generate sales leads

-Take ownership of calls and queries and become the key point of contact for your allocated builder customers and internal inspection and technical service staff

-Be aware of the requirements of the business and our customers and escalate matters where necessary

-Helping builders by giving advice on the company On-Line system so that they can do business with us via the on-line route.

-Handling more complex queries or handling complaints effectively. In the case of serious complaints, taking accurate records of the situation so that when referring up to a Team Leader all the correct information is to hand.

-Being part of the flexible resource to help support other parts of Customer Services during times of peak demand or on special projects as directed by the Team Leader

About you

-IT literate, Word, Excel and outlook

-Proven experience of using Fusion

-Good Administration Skills

-Working in a busy operational support environment

-Customer Service Skills

-Proven experience within a telephony environment

-Project administration skills

-Demonstrable experience in working with data

-Proven experience offering help to customers with online systems

-Good communication skills - written, questioning, listening and verbal – (either over the telephone or on-line)

-Able to prioritise and manage own workload and take ownership of tasks

-Self-motivated and organised

-Able to build rapport and empathise

-Keen and open to learning

-Adaptable, flexible and able to multitask

-Able to work with business to business customers

-Problem solving

-Project skills

-Investigative skills

-Attention to detail and accuracy Questioning skills

-Decision making

-Able to think creatively


-Have a “can do” attitude

-Friendly and approachable

-A team player

-Service orientated  (helping and advising customers)

Salary & Benefits

£21,700 - £22,900 (DOE)
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.