Escalated Complaints Specialist Take ownership of our most challenging and complex customer complaints.Play a key role in protecting NFU Mutual’s customers and reputation.60% hybrid working out of our Stratford Upon Avon officeAbout the roleThis is a specialist role within our Customer Relationship Team and plays a critical part in how NFU Mutual manages complex, escalated complaints. You’ll handle complaints that typically involve allegations of policy error or mis-selling and have the potential for significant financial and reputational impact.You’ll take end-to-end ownership of escalated cases, carrying out thorough investigations, reviewing evidence and reaching balanced, well-reasoned decisions that align with FCA expectations and Financial Ombudsman Service guidance. Where complaints involve a breach element, you’ll oversee both aspects together, ensuring a joined-up approach and clear accountability for outcomes.Working closely with stakeholders across the business, you’ll challenge existing practices where necessary, support remedial action and help prevent repeat errors and customer harm. You’ll also act as a subject matter expert within the complaints function, sharing knowledge and best practice, and contributing to wider improvement activity as the role and processes continue to evolve. About youYou’ll be an experienced General Insurance complaints professional who’s comfortable operating in complexity and ambiguity. You’ll be confident making decisions in sensitive situations, balancing regulatory requirements, customer outcomes and commercial considerations, while remaining calm and professional under pressure.You’ll enjoy working autonomously but value collaboration, knowing when to lead, when to influence and when to draw on wider expertise. You’ll be credible with senior stakeholders, resilient in challenging conversations and motivated by doing the right thing for customers and the business.You’ll have strong knowledge of the FCA regulatory framework and a detailed understanding of Financial Ombudsman Service methodologies, using both to inform sound, defensible decisions.You’ll bring experience of escalated complaint handling and investigation, including reviewing complex evidence and managing high-impact cases.You’ll have a good working understanding of general insurance products and processes across sales, claims and underwriting, enabling you to identify root causes and customer impact.You’ll be confident in documentation and decision writing, producing clear, accurate and well-reasoned complaint responses and recommendations.You’ll demonstrate excellent stakeholder management, communication and influencing skills, with the ability to negotiate outcomes and challenge constructively at all levels.You’ll show strong critical thinking, resilience and accountability, working effectively both independently and as part of a wider team to deliver high-quality outcomes.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: Up to £50,000 depending on experienceAnnual bonus (up to 17.5% of salary) Contributory pension scheme, up to 20%, including your 8% contribution25 days annual leave + bank holidays + buy/sell/save holiday trading schemeA Family Friendly policy that helps you balance your work and family responsibilitiesAccess to savings at High Street brands, travel and supermarkets£20 contribution to a monthly gym membership – subject to T&CsHealth and wellbeing plan - cashback for dentist, opticians, physio and moreAccess to voluntary benefits, including health assessments, private medical insurance and dental insuranceEmployee Volunteering - volunteer in the community for one day each yearUnlimited access to Refer a Friend £500 bonus schemeLife Assurance cover of 4 x salaryEmployee discounts of 15% on a range of NFU Mutual insurance policies. Salary sacrifice employee car scheme - subject to eligibilityWorking 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.
