Customer Service Process Documentation Officer Milton Keynes, England
NHBC
Full Time
Milton Keynes, England
29000 - 31000 GBP ANNUAL Today
Job description
Overview:
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.
The ideal candidate will have
Our inclusive culture
If you need any adjustments or additional support with your application, please let us know at [email protected]
Salary: £29,000 - £31,000 + up to 6% Discretionary bonus per annum
Working Location: Milton Keynes
Closing Date: 29th September 2023
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
What you’ll be doing
- Meticulously maintaining the Customer Duty Materials Register (CDMR) for all existing, amended and new documentation created or distributed by Customer Services and ensure that all items are regularly reviewed and follow the correct testing, approval and sign off process in accordance with the Communications Procedure and the regulatory requirements of the Consumer Duty.
- Responsible for maintaining the content within the Customer Services Guidance Manual, making sure it’s regularly reviewed, kept up to date to reflect current guidance, processes and legislation as changes occur.
- Working with managers to map and document changes to processes, challenging them if required, and considering process dependencies, to maintain consistency and ensure the resulting guidance is robust and clear.
- Working with the Team Leaders and SMEs to support them to maintain existing and producing new SOPs to support Customer Services staff, making sure they reflect current processes, legislation and contact details, while ensuring they contribute to increased quality scores, customer satisfaction and/or staff productivity.
- Keeping accurate records of changes to the Customer Services Guidance Manual and Fusion templates to comply with audit requirements. This must include version control and archiving of out-of-date documents.
The ideal candidate will have
- Excellent oral and written communication skills.
- Experience of mapping and documenting business processes.
- Experience of writing for different audiences and channels (online, printed publications and letters).
- IT skills including confidence and competent use of Microsoft packages including Word, Excel and SharePoint.
- Ability to collaboratively question and challenge existing and proposed processes/procedures and suggest improvements.
Education and Qualifications
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.
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.
Your future with us
We have lots of fantastic examples across our business of people who are building their career with us. We are huge advocates of internal mobility and work hard to retain our best talent. We offer exceptional personal development and career progression opportunities. If you’re ambitious, driven and hard-working you will succeed with us. We’ll support you with full training, ongoing development, and the opportunity to gain recognised qualifications and professional memberships.
Our inclusive culture
We are committed to creating an inclusive culture that encourages everyone to bring their true selves to work. We fundamentally believe in the rights of all our employees and customers to be treated fairly, with dignity and respect, free from discrimination. We have active employee networks that support our colleagues and their allies, creating safe spaces for open conversations and the sharing of ideas.
If you need any adjustments or additional support with your application, please let us know at [email protected]
