Regional Team Leader Lead and develop a high‑performing team delivering great customer outcomes Play a pivotal role in our AI supported, insight‑driven complaints operation Hybrid role combining team presence in the Glasgow office, and home working About the roleAs a Regional Team Leader, you’ll join our nationwide Complaints function — a team focused on delivering fair, high‑quality outcomes for our members. You’ll lead a team of around ten Complaint Handlers in our Glasgow office, creating the right environment for people to perform at their best, develop their skills, and feel supported in a fast‑paced and varied operation. Complaints can arise from any part of the customer journey, meaning no two days are the same. Your team handles a range of cases, often triggered by claims or underwriting activity, and you’ll help ensure each one is progressed smoothly, accurately, and with care. You’ll guide your team through challenging moments, maintain clear standards, and help shape a consistent culture across our multi‑site operation. Unique to this role is the use of an intuitive AI tool that supports complaint investigations by summarising evidence, highlighting key details and identifying relevant Ombudsman precedents. This tool has enabled us to be AI supported, whilst we keep our human, customer focused approach. A key part of the role is managing operational performance. You’ll work with data dashboards and MI to understand workflow, demand and trends — using insight to support your one‑to‑ones, coaching sessions and team conversations. With KPIs covering productivity, age profiles, speed metrics, quality and customer experience, you’ll balance performance with wellbeing, ensuring your team maintains strong customer focus and regulatory compliance. Unique to this role is the use of an intuitive AI tool that supports complaint investigations by summarising evidence, highlighting key details and identifying relevant Ombudsman precedents. You’ll work closely with colleagues across Complaints, Claims, Underwriting, Governance and Quality Assurance, building strong relationships that help your team resolve cases efficiently. You’ll also contribute to wider projects and improvements, from enhancing dashboards and MI to supporting process changes across the department.This role is based in our Glasgow Regional Service Centre. However, we understand how important a positive work-life balance is, so to help you give your best, we offer great facilities when you want to be in an office environment and support to work up to 40% of your hours from home. You’ll work 35 hours a week, within the range of 8am-6pm. To note, you will be required to work early, middle, or late shifts to ensure adequate team leader coverage across the region. About youYou’re an engaging and people centred leader, confident in creating a positive team culture and supporting others to thrive. You’re comfortable coaching individuals, leading performance conversations and helping people build resilience in a role that can sometimes be challenging. You’re analytical and curious, able to interpret data and use insight to inform decisions. You enjoy working in a target driven environment, balancing productivity, customer experience and quality. With strong communication skills, you adapt your style to different audiences and build meaningful relationships across teams and locations.You’re proactive, organised and comfortable managing change — whether that’s introducing new ways of working, supporting colleagues with new technology, or helping embed improvements. Your ability to remain resilient, flexible and solutions focused sets you up for success in this varied and fast moving operational environment. To join us, you’ll bring: Proven experience of people management, including coaching and performance conversations - essential Experience working towards KPIs in an operational or customer focused environment Strong communication skills, across written and verbal mediums, when liaising with individuals, as well as larger groups Ability to interpret MI, understand trends and translate insights into action A proactive, resilient and adaptable approach to leadershipIt would be great (but not essential) if you also have: Experience in complaints, insurance, financial services or a regulated environment Working knowledge of CRM systems, dashboards or Microsoft tools such as Excel or Power BI If you’re motivated by leading people, shaping great customer outcomes and being part of an innovative, supportive team, we’d love to hear from you. 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. We recognise that some candidates may experience barriers during the recruitment process. So, we encourage candidates to discuss any adjustments or accommodations they need to be the best they can be throughout our recruitment process. We're proud to be a Disability Confident Employer, a Race at Work and Women in Finance Charter signatory and welcome applications from people of all backgrounds, regardless of age, ethnicity, disability, neurodiversity, gender, religion, marital status, sexual orientation, or socioeconomic background.Benefits and RewardsWhen you join our team, you can expect a supportive culture and an attractive range of rewards and benefits including: Salary: £44,000 - £46,000 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 Working at NFU MutualWe’re one of the UK’s leading general insurance and financial services organisations, and for over 110 years we’ve put our customers at the heart of everything we do. Our people are just as important to us, so we’re proud to be recognised as “a great place to work”. Our Gallup Exceptional Workplace 2025 award was not only awarded with Distinction, but it also marked us as the first UK based company to earn a Gallup Exceptional Workplace award for ten consecutive years. We’ve also been consistently recognised by Glassdoor. We appeared in the Glassdoor Best Places to Work UK list in 2023, 2024 and 2026 — and in 2026, we were the highest ranked insurance business in the UK, highlighting our strong employee experience and the positive feedback our people share on the platform. Additionally, we were named in the LinkedIn Top 15 Companies 2025 list of “Best midsize employers to grow your career in the UK”, and we’ve been certified as a UK Top Employer by the Top Employers Institute in 2023, 2024, 2025 and 2026. 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.