Complaints Specialist - NFU Mutual : Job Details

Up to £33,000 p.a. + up to 10% Annual Bonus & Excellent Benefits

• Opportunity to join a thriving team during a time of exciting change and improvement
• 35 hours per week, Monday to Friday between 8am and 6pm with no weekend work
• This is a hybrid role with 80% homeworking and 20% in Stratford Upon Avon

About the role

We now have excellent new roles available for Complaints Specialists at our office in Stratford upon Avon.

You’ll 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.

As a Complaints 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 across all GI products 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 processes, improve systems and controls, mitigate risk and enhance customer experience.

The working hours are between 8am and 6pm on a rota basis with one day a week minimum in Stratford upon Avon. However, we understand how important a positive work-life balance is, so to help you give your best, we offer great facilities when you want to be in an office environment and support to work up to 80% of your hours from home.??

This role is known internally as a Customer Relationship Specialist.

About you

You’re a customer focused professional with end-to-end complaints resolution experience, gained either from a regulated industry such as financial services - experience within an insurance environment is highly desirable. You’re confident managing investigations in a sensitive manner, meeting tight deadlines and organising your own workstream efficiently.

You’re an effective communicator with excellent interpersonal skills and a successful negotiator, always ensuring our customers are treated fairly.

You’re a proficient user of the Microsoft Office suite with excellent written skills to produce business correspondence and spreadsheets. You’re also able to commute at least once a week to either Stratford upon Avon or York.

At NFU Mutual, we support an inclusive workplace and value all the differences that make us unique. We celebrate the creativity and innovation that comes from diverse perspectives and experiences and share a common vision of doing the right thing for our customers and employees.

We recognise that some candidates may experience barriers during the recruitment process. So, we encourage candidates to discuss any adjustments or accommodations they need to be the best they can be throughout our recruitment process.

We're proud to be a Disability Confident Employer, a Race at Work and Women in Finance Charter signatory and welcome applications from people of all backgrounds, regardless of age, ethnicity, disability, neurodiversity, gender, religion, marital status, sexual orientation, or socioeconomic background.

Benefits and Rewards

• Salary of up to £33,000 per annum
• Annual bonus (up to 10% of salary)
• Contributory pension scheme, up to 20%, including your 8% contribution
• 25 days annual leave + bank holidays + buy/sell/save holiday trading scheme
• A Family Friendly policy that helps you balance your work and family responsibilities
• Access to savings at High Street brands, travel and supermarkets
• £20 contribution to a monthly gym membership - subject to T&Cs
• Health and wellbeing plan - cashback for dentist, opticians, physio and more
• Access to voluntary benefits, including health assessments, private medical insurance and dental insurance
• Employee Volunteering - volunteer in the community for one day each year
• Unlimited access to Refer a Friend £500 bonus scheme
• Life Assurance cover of 4 x salary
• Employee discounts of 15% on a range of NFU Mutual insurance policies.

Working at NFU Mutual

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 we're one of only 60 companies across the globe to receive a Gallup Exceptional Workplace 2024 award, and one of only 2 companies to receive the award for the ninth consecutive year. We were also named in the LinkedIn Top 25 Companies List 2021, the Glassdoor Best Places to Work UK List 2023 and 2024, and were recognised as a certified UK Top Employer by the Top Employers Institute in 2023 and 2024.

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.

Closing date for applications: 8th October 2024