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Complaints Governance Manager
Join an award-winning, people-focused business with a strong reputation for excellence.
Further your career in a role which offers an excellent blend of driving strategic direction, guiding continuous improvement and leading a team of experienced professionals.
Enjoy flexible working with up to 60% remote, based in Stratford-upon-Avon, Bristol, or York, with occasional travel to Stratford-upon-Avon (around once a month).
About the role
As a key member of NFU Mutual's Complaint Management Team for General Insurance, you will play a pivotal role in defining and driving governance standards across all complaint handling functions and suppliers. Your primary responsibility will be to ensure compliance with FCA dispute resolution rules, while maintaining a strong focus on delivering excellent customer outcomes.
You will lead the embedding of group-wide complaint standards, ensuring alignment with NFU Mutual's foundations of customer service excellence. In this role, you'll establish and maintain a comprehensive governance framework that promotes consistency and technical excellence in complaint handling, ensuring that all processes and controls support our risk appetite and achieve fair customer outcomes.
Additionally, you will oversee the review and assessment of complaint files referred to the Financial Ombudsman Service (FOS), fostering strong relationships with the FOS and ensuring that any identified root causes are addressed effectively by the business. As an industry expert, you'll be responsible for leading changes when new regulatory guidance is introduced, ensuring that NFU Mutual's complaints strategy remains cutting-edge and compliant with the latest expectations.
You will also be responsible for managing relationships with internal and external stakeholders, including third-party suppliers, to ensure clear understanding and commitment to NFU Mutual's Complaint Handling Standards. In this leadership role, you will manage and develop your direct reports, helping them maximize their potential and contribute to business objectives.
About you
We are looking for a highly skilled professional with strong technical knowledge in complaint handling, gained specifically within the general insurance or wider financial services sector.
You will have an in-depth understanding of the complaints handling process, enabling you to navigate complex situations and drive effective resolutions. A successful track record of designing and implementing complaint policies and procedures will be essential in this role, ensuring that our practices meet both industry standards and customer expectations.
You will have excellent knowledge of current industry developments and regulatory frameworks. Your adaptability and strategic mindset will help you navigate the ever-changing landscape of complaint management, while your forward-thinking approach will ensure that we stay ahead of industry trends.
Furthermore, we're seeking an excellent communicator with strong stakeholder management skills and the ability to influence key outcomes and collaborate effectively with both internal teams and external partners.
We will also look for you to be able to demonstrate the following:
* Proven experience in people management, including coaching, development, motivation, and setting clear direction.
* A strong focus on delivering exceptional customer outcomes.
* Previous experience collaborating with the Financial Ombudsman Service, ensuring efficient handling of escalated cases.
Benefits and Rewards
When you join our team, you can expect a supportive culture and an attractive range of rewards and benefits including:
* Salary in the range of £52,000 - £62,000 depending on skill set and 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.
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.
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.
Applying to NFU Mutual
Choosing the right employer is a big decision – we understand that. That’s why we have a dedicated Resourcing team who’ll manage your application and support you through the process.
We want to work with talented people from a diverse range of backgrounds who share our vision and values to achieve more together.
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