Customer Experience Consultant - Milton Keynes, United Kingdom - NHBC

NHBC
NHBC
Verified Company
Milton Keynes, United Kingdom

1 week ago

Tom O´Connor

Posted by:

Tom O´Connor

beBee Recruiter
Description

Overview:

Salary:
£26,500 - £29,500 up to 6% bonus per annum.


Working Location:
Milton Keynes, Hybrid working.


Closing Date:
Sunday 13th August 2023.


Responsibilities:

At NHBC we are proud to be unique. No other organisation in our sector combines the variety of services and scale that we offer. As the market leader, our name is synonymous with new home warranty and insurance. Our people are driven by our core purpose to raise standards in housebuilding and protect homeowners.


Why you should join us


We are a modern, lifestyle and family friendly employer who are in a period of rapid growth, investing in technology, data and new ways of working.

We need passionate, talented and driven people to join us on this journey.

We encourage our colleagues to work flexibly.

We don't promise we can offer you exactly what you want, but we are always happy to talk flexible working.


What we offer

  • 27 days annual leave (plus bank holidays) and a holiday purchase scheme.
  • Generous pension scheme, with an employer contribution of up to 10.5%.
  • Life Assurance (x4 salary).
  • Subsidised private medical insurance.
  • Cycle to Work scheme.
  • Employee discounts platform, including gym discounts.
  • 24/7 employee assistance programme supporting your mental wellbeing.
  • 2 days volunteer leave.
  • Equalised maternity, paternity, adoption leave and pay for all new parents.
  • Hybrid working 3 days working in Milton Keynes office.

What you'll be doing


As a Customer Experience Consultant in this exciting opportunity, you will play a crucial role as the key contact for consumers and customers when dealing with complex claims.

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.


You will need a combination of skills, qualities, and organisation 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.


Working collaboratively with others you will 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 different forms of communication methods, however, confidence and willingness to communicate effectively and regularly via telephone (inbound/outbound) and excellent communication are essential to the role.


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


Role and responsibilities comprise of

  • 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.
  • Proactively work with other parties involved in obtaining the correct information to decline or progress a claim to the appropriate team.
  • 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.
  • Ownership and adherence to internal and external policies, procedures, and governances.
  • Experience within a customer service environment, ability to work with people of all natures.
  • Insurance or claims experience is desirable.
  • Confident interpreting complex data and information to make appropriate decisions.
  • Familiar with working in a call centre environment as the role entails using the telephone in a positive and welcoming manner.
  • Demonstrable administrative and IT skills, competency using Microsoft Word, Excel and Outlook.
  • Strong communication skills verbal and written.
  • Excellent organisation, multitasking, and problemsolving skills.
  • Strong attention to detail.
  • Act with integrity, care, and diligence.

Qualifications:

Education and Qualifications

  • Minimum of GCSE A-C English and Maths or equivalent i.e. diploma.
  • NVQ L3 or equivalent.
  • Qualification in insurance or claims handling would be an advantage.
Potential applicants are sometimes put off if they don't meet 100% of the requi
More jobs from NHBC
See all jobs of NHBC