Salary: Up to £33,000 per annum + bonus + 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 or York
About the role
We now have excellent new roles available for Complaints Specialists across our offices in Stratford upon Avon or York.
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 process, improve systems and controls, mitigate risk and enhance customer experience.
This role is known internally as a Customer Relationship Specialist.
About you
You’re a customer focussed 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.
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 - 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.
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 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.
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.
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