Complaints Specialist

80% working from home flexibility following an initial induction

Salary up to £33,000 depending on skill set and experience

An opportunity to join during a growing team during a time of exciting change and improvement

We now have excellent new roles available for Complaints Specialists across our Regional Service Centres in Stratford upon Avon, York, Bristol and Glasgow.

You will join a team which manages the identification, investigation and root cause analysis of complaints to ensure outcomes are aligned with NFU Mutual’s Philosophy and Guiding Principles, industry practice and regulatory requirements and that lessons learnt are incorporated into working practices, systems and controls. And with our new Head of Complaints recently joining coupled with an internal change programme in progress, now is an even more exciting time to become part of the team’s success and help shape future ways of working.

As a Complaints Handler Specialist, you will manage the review and investigation of reported complaints from initial correspondence to successful conclusion, liaising with all relevant parties and ensuring the right outcome and redress for both the customer and NFU Mutual.

Your workload will be varied with matters arising from both our Claims and Underwriting divisions so you can expect that no two days will be the same. The role will also involve identifying and monitoring root causes, trends and impacts of complaints, recommending remedial actions to correct process, improve systems and controls, mitigate risk and enhance customer experience.

Working hours will be 35 per week, Monday to Friday between 8am and 6pm on a rota basis.

We are seeking professionals with prior complaints handling experience gained either from the financial services sector or from another industry.

You will be a strong communicator with excellent interpersonal skills and the ability to communicate effectively with people at all levels and from all walks of life. You will be a confident user of the Microsoft Office suite with excellent written skills to produce business correspondence and spreadsheets.

As an experienced Complaints Handler, you will be able to deal with matters in a sensitive, time and cost-effective way ensuring that our customers are treated fairly at all times. You will also be a successful negotiator.

We’re one of the UK’s leading general insurance and financial services companies. For over 110 years we’ve put our customers at the heart of everything we do. Our people are just as important to us. We pride ourselves on being “a great place to work” and are one of only 39 companies across the globe, and the only organisation with headquarters in the UK, to receive a Gallup Exceptional Workplace 2022 award. We were also named in the LinkedIn Top 25 Companies List 2021. We offer a supportive culture where we empower and inspire our people to perform, offer them opportunities to grow, and recognise and reward their contribution. Our people are proud to work for a company that respects them and their communities, and they trust us to be financially sustainable, so we are successful now and in the future.