Customer Experience Coordinator

£20,600 - £22,200 yearly
  • NHBC
  • Milton Keynes, UK
  • 17 Nov, 2020
Full time Customer Service

Job Description

NHBC have two fantastic opportunities for Customer Experience Coordinators to join their Claims team based in Milton Keynes. The role of the Customer Experience Coordinator will handle initial contacts and other customer enquiries for our customers.  As you will frequently be the first contact homeowners have with NHBC you must have a strong focus on delivering excellent customer service and be both polite and articulate. 


You must communicate the cover provided by the policy clearly using a clear conversational style, evaluate enquiries thoroughly and advise the customer on the next steps for the handling of their claim. Where a claim is repudiated you must do this courteously and in such a way that the customer is clear and satisfied with the reasons for the decision. A significant part of the role will involve receiving phone calls.


The role offers an insight into the new homes business and provides an interesting opportunity to provide valuable support for our customers at the first point of contact.


About the role

Recommend repudiation or investigation of a claim at first contact 

Deal with other general enquiries to claims 

Identify emerging large and complex claims and refer them to the First Contact (Complex) at an early stage 

Manage customers’ expectations, explaining decisions succinctly and well, detailing what will happen next in the claims process   

Seek advice, direction and authority when necessary from the appropriate support function

Ensure understanding and adherence to GDPR and 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 suggestions for improvements 

About you


Essential skills and attributes:

Demonstrable experience within a customer service environment.  Has a great telephone manner, fully listens and builds empathy with homeowners, builders and colleagues by putting themselves in their shoes. 

IT literate, Word, Excel and Outlook. 

Demonstrable administrative, written communication and IT skills. 

GCSE A-C English and Maths, ideally qualified to A   Level standard or above

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

Skilled in holding challenging conversations.

Looks for ways to continually improve and will achieve a great in-depth knowledge of systems, procedures and policy cover. 

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 

Investigative skills. 

Able to work with business to business customers


Desirable skills and attributes:

Demonstrable experience of working within Claims

Degree qualified

Has enough understanding of building terms and technical jargon

Knowledge in general or building insurance

Basic knowledge about NHBC and/or 
the building and construction industry

PC/On-line savvy – able to grasp how on-line systems work and being able to help others work around them


Salary & Benefits

£20,600.00 – £22,200.00 (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: Tuesday 1st December 2020