Complaints Specialist Join a human‑led, AI‑supported customer relationship team that builds market-leading customer trust Working hours: 35 hour working week between 8am and 6pm, Monday to Friday with no weekend work Hybrid working: after a successful training and onboarding period in the office twice a week, you’ll enjoy hybrid working with up to 80% homeworking and 20% in Stratford-upon-Avon Salary: up to £34,000 depending on experience up to 10% annual bonus Start date: You’ll join our team as part of a cohort on 5th May About the roleAt NFU Mutual, the Customer Relationship Team plays a key role in supporting our customers when things go wrong- managing complaints with fairness, empathy and expertise. Working closely with teams across Claims and Underwriting, they investigate a diverse range of complaints across multiple GI products in depth, identify trends, and use insights to drive meaningful improvements. It’s a team that not only protects NFU Mutual’s reputation but strengthens customer trust by ensuring every concern is handled in the right way. Our customer-centric, human-led and AI-supported approach to complaint management ensures every interaction is thoughtful, transparent, and outcome‑driven. As a Complaints Specialist (known internally as a Customer Relationship Specialist), you’ll take ownership of complex and sometimes sensitive cases from first contact through to final resolution. Working across our full range of General Insurance products, you’ll bring your seasoned judgement to assessing the facts, understanding root causes and ensuring the right outcome and redress for both the customer and NFU Mutual. You’ll pinpoint the wider impacts of complaints, recommending practical improvements to processes, systems and controls that reduce risk and enhance the customer experience. No two days will be the same. With cases spanning multiple product lines, customer scenarios and levels of complexity, you’ll be challenged, trusted and supported in equal measure. Recruitment process: Our recruitment process consists of a few simple steps: an online application form, a friendly introduction call with a member of our Talent Acquisition team, and an in-person interview at our Head Office in Stratford-upon-Avon during the week commencing 9th March. This vacancy may close early depending on application volumes, so we’d encourage you to apply as soon as you feel ready.About youYou’ll help our customers feel heard, supported and treated fairly by managing complaints with clarity, confidence and a strong end‑to‑end approach. Whether you already have insurance complaints experience or you’re looking to develop it, you’ll bring professionalism, empathy and the ability to work through each case thoroughly. You’re confident using IT systems proficiency with the ability to navigate multiple systems accurately, and CRM experience is desirable. You’re comfortable speaking with customers over the phone, and able to work collaboratively in a fast‑paced environment. Your positive attitude, accuracy and ability to prioritise will help you succeed. You’ll bring: Complaints & Regulatory Understanding – You demonstrate end‑to‑end complaints resolution experience, with insurance complaints and FCA/FOS knowledge desirable. Customer Interaction & Communication – Strong phone‑based customer experience, with clear written and verbal communication and the confidence to challenge where needed. Analysis & Decision‑Making – Strong investigation skills, able to utilise your analytical thinking and attention to detail to ensure fair, balanced decisions. Resilience & Organisation – The ability to stay composed under pressure, negotiate effectively and take ownership of your workload to meet targets. Empathy & Self‑Awareness – An ability to adapt your approach to each customer and situation, showing emotional intelligence, active listening and a thoughtful, fair mindset in every interaction. 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 up to £34,000 per annum depending on experience 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 - 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.