Implementation Support Team Leader York

Region: North East

Location: York

Contract type: Permanent

Reference number: CSDI04269

Working pattern: Full-time

Salary: £43,550 - £50,000 + 17.5% annual bonus + benefits package

We have an exciting opportunity for a BRIDGE+ Implementation Support Team Leader to lead a team responsible for supporting the deployment and embedding of PolicyCenter across NFU Mutual. This role is central to ensuring that the system is effectively implemented through pilot activity, policy migration and end-user support across the business and Agency Network. BRIDGE+ is an exciting programme of work which is delivering policy sales, service, underwriting and digital solutions.

Reporting to the BRIDGE+ Service Delivery & Underwriting Lead, you’ll combine people leadership with operational delivery, designing and leading the day-to-day support activity that underpins a successful deployment. You’ll ensure that customers and colleagues receive first-class service, fair outcomes are delivered for members, and that service level agreements, operational objectives and regulatory requirements are consistently met. This role offers a great opportunity to lead through change, work closely with a wide range of stakeholders, and contribute directly to a major transformation programme.

• Lead, manage, recruit, coach and develop a high-performing support team, ensuring clear expectations, engagement and capability to deliver excellent service.
• Plan, prioritise and monitor team activity in line with the BRIDGE+ deployment and migration plan, ensuring a consistent and seamless customer experience.
• Build and maintain strong working relationships across BRIDGE+ workstreams, Agents, Mutual Direct, Regional Underwriting and Group IT.
• Oversee the application of policies, procedures and controls in collaboration with BAU governance teams, ensuring compliance with NFU Mutual standards and regulatory requirements.
• Manage risks, issues, complaints and breaches effectively, escalating where appropriate.
• Use management information and adoption metrics to assess demand, effectiveness and solution uptake, implementing improvements where needed.
• Support the realisation of customer and business case benefits through effective operational support and continuous improvement.
• Deliver short-term and one-off projects or activities aligned to agreed outcomes and priorities.

You’ll be an experienced people leader with a strong operational mindset and a passion for delivering high-quality service during periods of change. You’ll be confident working across teams and functions, balancing customer experience, regulatory requirements and delivery objectives.

You’ll also bring:

• Proven experience leading people in a line or matrix management environment.
• Strong planning, prioritisation and performance management skills.
• The ability to build effective working relationships with a wide range of stakeholders.
• Experience supporting operational delivery, change or project activity.
• A collaborative, coaching-led leadership style.
• Knowledge of general insurance principles, processes or underwriting environments (desirable).

• £43,550 - £50,000 depending on experience.
• Annual bonus (up to 17.5% 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 - volunteering 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.
• Salary sacrifice employee car scheme - subject to eligibility.

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 our Gallup Exceptional Workplace 2025 award was not only awarded with Distinction but also named us as the first UK-based company to receive a Gallup Exceptional Workplace for ten years in a row. We are also the only Insurer to feature in the LinkedIn Top 15 Companies 2025 list of ‘Best midsize employers to grow your career in the UK’, 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, 2024 and 2025.

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. We are a leading provider of General Insurance and Financial Services. From our strong farming roots we’ve grown to become a UK-wide organisation, turning over £1 billion annually. Yet success hasn’t gone to our heads. We’re proud to remain completely customer focused, down-to-earth and committed to the rural communities we’ve grown from. Our ethos - of trust, respect and personal service - lies at the heart of all we do and has seen us build an enviable reputation for exceptional member loyalty. Though we’ve been in business for over 110 years, we have big ambitions for the future. And that’s why we’re looking for talented people to join our growing organisation. Talented people like you.