Job Description

Overview:

Job role:

Customer Services Quality Co-ordinator (FTC)

Salary:

28,000 - 29,000 + 6% performance bonus

Working location:

Milton Keynes

Employment type:

Full time, Fixed Term Contract

Closing Date:

Thursday 11th September

Please note this FTC is expected to last until 31

st

August 2027

Working hours for this role are Monday - Friday 9am - 5pm. During training there will be a requirement to be in the office 5 days a week. However, down the line will reduce to a requirement of 3 days a week in our Milton Keynes office with the option of working from home the other 2 days.

Job summary:

We're looking for a Quality Co-ordinator to join our Customer Services team at NHBC. In this role, you'll monitor and review calls, emails, and processes to ensure compliance with our standards and regulatory requirements. You'll provide insights, feedback, and recommendations to support team development and improve the overall customer experience. If you're organised, detail-oriented, and enjoy identifying ways to make processes better, this could be the perfect role for you.

What you'll be doing:

Monitor and audit customer interactions to assess compliance and quality standards Identify areas for process improvement and training needs Provide constructive feedback to Managers and support coaching initiatives Highlight trends and propose training solutions in collaboration with the Quality team Take part in calibration sessions to improve scoring consistency Complete monthly audits and create Management Information reports for Senior Leaders and the NHBC Board Support Customer Services during peak periods or special projects as needed

What we're looking for:

IT literate with experience in Word, Excel, Outlook; Fusion knowledge a plus Strong understanding of Customer Services processes and attention to detail Professional, logical, and proactive approach to work Excellent communication skills, both written and verbal, with the ability to provide constructive feedback Ability to prioritise, manage your workload, and take ownership of tasks Keen to learn, adaptable, and a team player with a positive attitude

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.

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