Escalated Complaints Specialist in Stratford-upon-Avon

Take ownership of our most challenging and complex customer complaints. This is a specialist role within our Customer Relationship Team and plays a critical part in how NFU Mutual manages complex, escalated complaints. You will handle complaints that typically involve allegations of policy error or mis-selling and have the potential for significant financial and reputational impact. You will take end-to-end ownership of escalated cases, carrying out thorough investigations, reviewing evidence and reaching balanced, well-reasoned decisions that align with FCA expectations and Financial Ombudsman Service guidance. Where complaints involve a breach element, you will oversee both aspects together, ensuring a joined-up approach and clear accountability for outcomes. You will work closely with stakeholders across the business, challenge existing practices where necessary, support remedial action and help prevent repeat errors and customer harm. You will also act as a subject matter expert within the complaints function, sharing knowledge and best practice, and contributing to wider improvement activity as the role and processes continue to evolve.

This role has a 60% hybrid working arrangement out of our Stratford Upon Avon office.

• Take ownership of our most challenging and complex customer complaints.
• Protect NFU Mutual's customers and reputation.
• Handle complaints typically involving policy error or mis-selling with potential financial and reputational impact, conducting end-to-end investigations, reviewing evidence and delivering balanced, defensible decisions aligned with FCA expectations and Financial Ombudsman Service guidance.
• Where a breach element exists, oversee both aspects with a joined-up approach and clear accountability for outcomes.
• Work with stakeholders across the business, challenge existing practices where necessary, support remedial action and help prevent repeat errors and customer harm.
• Act as a subject matter expert within the complaints function, share knowledge and best practice, and contribute to wider improvement activity as processes evolve.
• Operate as an experienced General Insurance complaints professional, comfortable with complexity and ambiguity, and able to make decisions in sensitive situations while balancing regulatory requirements, customer outcomes and commercial considerations; remain calm under pressure.
• Work autonomously while valuing collaboration; know when to lead, influence and draw on wider expertise.
• Be credible with senior stakeholders, resilient in challenging conversations and motivated by doing the right thing for customers and the business.
• Demonstrate strong knowledge of the FCA regulatory framework and a detailed understanding of Financial Ombudsman Service methodologies to inform sound, defensible decisions.
• Bring experience of escalated complaint handling and investigation, including reviewing complex evidence and managing high-impact cases.
• Have a good working understanding of general insurance products and processes across sales, claims and underwriting to identify root causes and customer impact.
• Be confident in documentation and decision writing, producing clear, accurate and well-reasoned complaint responses and recommendations.
• Demonstrate excellent stakeholder management, communication and influencing skills, with the ability to negotiate outcomes and challenge constructively at all levels.
• Show strong critical thinking, resilience and accountability, working effectively both independently and as part of a wider team to deliver high-quality outcomes.

We offer a supportive and empowering culture where people are inspired to perform, given opportunities to grow, and recognised and rewarded for 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’re successful now and in the future.

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.

• Up to £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 - 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.
• Salary sacrifice employee car scheme - subject to eligibility