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• Lead and support a complaints function within a reputable organisation who truly puts customers first


• An opportunity to make a real difference to growing and evolving operation


• Salary of circa £65k p.a. depending on experience + annual bonus of up to 25%


• Hybrid homeworking model

Following the appointment of our brand-new Head of Complaints, our ‘Customer Relationship’ Department has been going through some exciting changes which will lead to efficiencies and ultimately a better complaints service for our members and suppliers. With one of our three key strategic objectives being ‘to be a great company to do business with’, is it is integral we get this right.

Due to an internal move, we are now seeking a people-focussed and driven operational leader to manage a diverse Department of Complaints Specialists, who are responsible for investigating and resolving a wide range of General Insurance Complaints. You will oversee complaint handling performance and work as part of the Complaints Management Leadership Team to establish a culture of continuous improvement.

Our Complaints Specialists are based across our sites in York, Bristol, Glasgow and Stratford upon Avon and so we are happy to consider this role being based from one of these sites, although the successful candidate will need to be comfortable with regular travel.

The successful candidate will have experience of leading operational teams within a regulated complaints environment and will boast a track record of driving performance and improvements whilst ensuring that teams are engaged and feel like a part of the journey.

You will be a personable leader with the credibility and confidence to challenge ways of working and thinking and an ability to influence at a variety of levels. It’s also important that you share our passion for delivering an exceptional customer service.

When you join our team, you can expect a supportive culture and an attractive range of rewards and benefits including:

• 
  Salary – circa £65k p.a. depending on experience


• Annual bonus (up to 25% of salary)


• Contributory pension scheme, up to 20%, including your 8% contribution


• 28 days annual leave + bank holidays + buy/sell/save holiday trading scheme


• A Family Friendly policy that helps you balance your work and family responsibilities


• Private medical insurance + options to add family members


• 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


• 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.

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.