Technical Complaints Handler

Overview

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 22nd 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

We are a Disability Confident organisation

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.