Overview:
Salary: £44,000- £49,000 + up to 10% bonus per annum
Working Location: Milton Keynes (Hybrid – three days in the office per week)
Closing Date: Tuesday 23rd May 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 discount
- 24/7 employee assistance programme supporting your mental wellbeing
- 2 days volunteer leave
- Equalised maternity, paternity, adoption leave and pay for all new parents
Responsibilities:
What you’ll be doing
- Be an integral representative for Customer Service within the Phoenix project to gain awareness of upcoming changes. Influence the working group to understand Customer Service constraints and key deliverables and work with the Phoenix project team to plan and implement training for impacted teams in conjunction with the Operations Manager and Team Leaders.
- Review all of the training requirements within Customer Services, particularly in preparation for the Phoenix rollout. Produce a plan of action for the Phoenix rollout and agree with Head of CS and Operations Managers.
- Design and maintain the Customer Service training plan, training log, training modules and all other training activities and be able to provide evidence of the NHBC Customer Service Training implementation for internal and external audits.
- Work with the Team Leaders to ensure that License To Practice is managed within regulatory timescales and across all areas of Customer Service with particular emphasis on Building Control.
- Implement a continuous improvement cycle of training and development and assessment for all training delivered in line with the Operations Manager and Quality team.
- Maintain the Customer Service training records and escalate to the Operations Manager if training has not been attended.
- Work closely with all the managers within Customer Service to ensure engagement around all training and ensure that consistent communication is delivered across the teams.
- Review and propose the structure and platform to manage the Customer Service Operating Procedures and propose a solution to manage this ‘live document’ in an environment.
- Phoenix is an integration project within NHBC.
Designing and delivering training:
- Review and propose changes to the new starter training and onboarding as and when required.
- Identify SME’s within each team and ensure that they are delivering the ‘on the job’ training to a required standard
- Review, improve, design, and update all NHBC Customer Service training content on a regular basis responding to changes in process, policy or approach.
- Work closely with internal stakeholders to understand changes to processes, legislation, documentation, pricing etc and ensure that training is delivered in advance of any changes taking place. Encourage stakeholders to deliver joint training and assess documentation prior to delivery.
- Design and deliver refresher training and other training sessions in conjunction with the Quality and Team Leaders
- Work closely with the Quality Team and Team Leaders to identify training needs identified from the monthly quality checks and implement a strategy to address those needs, train and then re-assess to ensure it is embedded and Quality Scores improve.
Qualifications:
The ideal candidate will have:
We are looking for someone with a can-do attitude, and who will thrive on being challenged and have the ability to make pragmatic and informed decisions when resolving problems in a timely manner.
You will need to demonstrate experience in designing and delivering training in a commercial environment and manage change on a large complex project whilst under pressure.
Strong communications skills will be required; you will be building relationships with many stakeholders.
The successful candidate will be responsible for promoting their own continuous learning by creating a network of similar roles in Claims, Training and Analysis and Consumer Affairs.
It would be great if you have / are working towards CII or Training qualification.
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 Recruitment@nhbc.co.uk