Head of Consumer Affairs

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Overview

Salary: £100,000 + up to 20% bonus per annum

Working Location: Milton Keynes, 2-3 days per week.

Employment Type: Full Time, Permanent

As the Head of Consumer Affairs & Consumer Support at NHBC, you'll shape consumer relations strategies, oversee complaint handling excellence and ensure regulatory compliance and make a tangible impact on consumer satisfaction by driving positive enhancements through leadership on vulnerability and oversight of quality assurance and root cause analysis.

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
• Payroll Giving, this allows you to make donations to your chosen charity through monthly pay deductions

Responsibilities

What you'll be doing

• Lead the Consumer Affairs & Consumer Support teams, ensuring efficient, compliant complaint resolution and driving continuous process improvements.
• Oversee the implementation of risk-based quality assurance programmes to guarantee excellent consumer outcomes across the customer journey.
• Set and manage NHBC's Vulnerable Customer strategy, ensuring the delivery of tailored support and regulatory compliance.
• Oversee root cause analysis of consumer duty outcomes and collaborate with internal teams to implement learnings that enhance consumer experience.
• Act as a key liaison with the Financial Ombudsman Service (FOS) and other regulatory bodies, ensuring smooth communication and accurate reporting.

The ideal candidate will have

• Proven track record of developing and implementing successful consumer relations strategies.
• Experience interacting with regulatory bodies such as the FOS.
• Extensive knowledge and understanding of the regulatory environment for consumer duty and complaint handling including solid working knowledge of key regulators (FCA, BSR) regulations and legislation.
• Management level experience in a consumer affairs/consumer support or compliance within the financial services industry.
• Proficient in presenting complex information clearly to various stakeholders.
• In-depth understanding of UK financial services consumer protection regulation.
• Familiar with industry best practice in complaint resolution and consumer support.

Education and Qualifications

• Bachelor's degree in law or a related field.

Qualifications

Why you should join us

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.

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.

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