Job role: First Contact Advisor
Salary: £26,300.00+ 6% performance bonus
Working location: Milton Keynes
Employment type: full time, permanent
Working arrangements: Office requirements Monday, Tuesday and Thursday - 8.45am - 5pm
**Additional IDD checks will be required for this role ***
Shortlisted candidates will be invited to an assessment day lasting up to 1.5 hours. Availability is required on either Monday 2nd March at 9am or Tuesday 3rd of March 11am
Job summary:
As a First Contact Advisor, you will be the first point of contact for homeowners getting in touch with NHBC. You will handle incoming phone calls and emails, listen to customer enquiries, and provide clear, friendly advice about their policy cover. You’ll assess claims at the first point of contact, progress them where possible, request any additional information such as photos or documents, or politely explain when a claim cannot proceed. Your role is to make sure customers understand the next steps and feel supported from their very first interaction.
What you’ll be doing
Answering incoming phone calls and emails from customers as their first point of contact
Listening to customer enquiries and deciding whether a claim can be progressed, needs more information, or cannot go ahead
Asking customers for additional details or evidence, such as photos or documents, when needed
Clearly explaining decisions and next steps in a friendly, professional way
Passing more complex claims to the appropriate team at an early stage
Managing complaints promptly and in line with agreed timescales
Following data protection, customer fairness, and internal procedures at all times
Seeking support or guidance from colleagues when required
- Recognising when a customer may be vulnerable and adapting your approach to ensure they feel supported and treated fairly
What we’re looking for
- Strong written and verbal communication skills.
- Confidence of speaking with customers on the phone.
- Customer service experience.
Potential applicants are sometimes put off if they don’t meet 100% of the requirements. We think individual experience, skills and passion make all the difference, so if you meet the majority of the criteria, we’d love to hear from you
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
+ many more!
Who we are
At NHBC, we pride ourselves on being truly unique. No other organisation in our sector matches the range of services and scale we provide. As the market leader, we are recognised as the go-to for new home warranties and insurance. Our team is united by a core purpose: to raise the standards of house building and protect homeowners.
Why you should join us
As a modern, family-friendly employer, we’re in a phase of rapid growth, embracing technology, data and new ways of working. We’re seeking passionate, skilled and driven individuals to join us on this exciting journey.
Once onboard, you’ll have access to fantastic opportunities for personal and career growth. You’ll receive thorough training, continuous development and the chance to earn recognised qualifications and professional memberships to support your journey.
We support flexible working and encourage our colleagues to find a balance that suits them. While we may not be able to accommodate every request, we’re always happy to have a conversation about flexible working arrangements.
Our inclusive culture
We are dedicated to fostering an inclusive culture where everyone feels empowered to bring their authentic selves to work. We firmly believe in the right of all our employees and customers to be treated fairly, with dignity and respect, and free from discrimination. Our active employee networks support colleagues and their allies, providing safe spaces for open conversations and idea-sharing.
#li-hybrid
Work for the UK’s leading independent provider of warranty and insurance for new-built homes.
We have a range of job opportunities across the UK, including field and home-based roles within corporate, business operations and field tech. We welcome experienced professionals and those new to the world of work such as trainees, and with our flexible working approach we are open to helping you find a role that works for you.
Benefits and rewards
NHBC colleagues have access to a wide range of additional benefits and we ensure our packages are attractive to current and potential employees.
Diversity and inclusion
Our Diversity Equity and Inclusion (DE&I) strategy is focused on providing a shared direction and commitment for the organisation to respect and value our diverse workforce and continue to build a more inclusive workplace. We aim to attract and retain a workforce that represents the communities in which we work.
Express your interest
If you're interested in working at NHBC but haven't found the role for you within our list of current vacancies, please feel free to upload your CV. We will contact you if a suitable position becomes available and will keep your CV on file for up to 18 months. We also recommend checking our careers web page regularly, as new opportunities are posted frequently.
National House-Building Council and its subsidiaries (NHBC) engage with preferred recruiters or agencies on a formal basis. NHBC is unable to accept applications from recruiters or agencies who do not have signed terms of business with NHBC. If unsolicited applications or CVs are received from recruiters or agencies with or without such an agreement, NHBC will neither consider nor agree to any payment to that party.