FS Customer and Conduct Consultant Join a well-established team within Financial Services with hybrid working options Opportunity to work with key stakeholders across the business Advance your career in a supportive and collaborative environment About the roleThis is an excellent opportunity to join the Risk & Complaints Team within Governance & Risk, Financial Services on a permanent basis. The primary focus of the role involves identifying, investigating and resolving complaints, breaches and process errors for Financial Services, effectively managing them in line with department, Group and regulatory requirements. You will take ownership of a case through to conclusion ensuring the customer is communicated with appropriately and root causes are identified to enable action to be taken to prevent reoccurrence. Additionally, you will be involved in monitoring the support required for our customers with additional needs in Financial Services, making contact with them to ensure they are receiving the service from us they require. This is an exciting time to be joining the team as we embark on combining the strength of the existing team with the benefits that AI affords. The intention is to utilise AI to assist with the administrative side of the role, helping us to build on a proud history of results from internal/external reviews and our positive record with the Financial Ombudsman Service.About youWe are seeking a dynamic individual, with financial services product and regulatory knowledge and complaint handling experience to join our team based in Stratford-upon-Avon. To be successful in this role, you will bring a proactive approach to problem solving, applying judgment to attain good customer outcomes. You will need to be able to adapt to a changing environment and seek to find answers to challenges independently. You will have a proven track record of excellent customer service and experience in direct contact with customers that may have additional needs. It is desirable for you to have a good understanding of financial services products, services and processes. You will also have knowledge of the regulatory framework sufficient to support your investigations and identification of actions that should be taken. You will need strong time management and the ability to prioritise effectively, with confidence in handling multiple pieces of work and proven effective communication skills to engage with stakeholders at all levels. 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: Competitive Salary 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. Working at NFU MutualWe’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.