Complaints Governance Manager

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Complaints Governance Manager

• Join an award-winning, people-focused business with a strong reputation for excellence
• Further your career in a role which offers an excellent blend of driving strategic direction, guiding continuous improvement and leading a team of experienced professionals
• Enjoy flexible working with up to 60% remote, based in Stratford-upon-Avon, Bristol, or York, with occasional travel to Stratford-upon-Avon (around once a month)

About the role

As a key member of NFU Mutual's Complaint Management Team for General Insurance, you will play a pivotal role in defining and driving governance standards across all complaint handling functions and suppliers. Your primary responsibility will be to ensure compliance with FCA dispute resolution rules, while maintaining a strong focus on delivering excellent customer outcomes.

You will lead the embedding of group-wide complaint standards, ensuring alignment with NFU Mutual's foundations of customer service excellence. In this role, you'll establish and maintain a comprehensive governance framework that promotes consistency and technical excellence in complaint handling, ensuring that all processes and controls support our risk appetite and achieve fair customer outcomes.

Additionally, you will oversee the review and assessment of complaint files referred to the Financial Ombudsman Service (FOS), fostering strong relationships with the FOS and ensuring that any identified root causes are addressed effectively by the business. As an industry expert, you'll be responsible for leading changes when new regulatory guidance is introduced, ensuring that NFU Mutual's complaints strategy remains cutting-edge and compliant with the latest expectations.

You will also be responsible for managing relationships with internal and external stakeholders, including third-party suppliers, to ensure clear understanding and commitment to NFU Mutual's Complaint Handling Standards. In this leadership role, you will manage and develop your direct reports, helping them maximise their potential and contribute to business objectives.

About you

We are looking for a highly skilled professional with strong technical knowledge in complaint handling, gained specifically within the general insurance or wider financial services sector.

You will have an in-depth understanding of the complaints handling process, enabling you to navigate complex situations and drive effective resolutions. A successful track record of designing and implementing complaint policies and procedures will be essential in this role, ensuring that our practices meet both industry standards and customer expectations.

You will have excellent knowledge of current industry developments and regulatory frameworks. Your adaptability and strategic mindset will help you navigate the ever-changing landscape of complaint management, while your forward-thinking approach will ensure that we stay ahead of industry trends.

Furthermore, we're seeking an excellent communicator with strong stakeholder management skills and the ability to influence key outcomes and collaborate effectively with both internal teams and external partners.

We will also look for you to be able to demonstrate the following:

• Proven experience in people management, including coaching, development, motivation, and setting clear direction
• A strong focus on delivering exceptional customer outcomes
• Previous experience collaborating with the Financial Ombudsman Service, ensuring efficient handling of escalated cases.

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 Rewards

When you join our team, you can expect a supportive culture and an attractive range of rewards and benefits including:

• Salary in the range of £52,000 - £62,000 depending on skill set and experience
• Annual bonus (up to 25% of salary)
• Contributory pension scheme, up to 20%, including your 8% contribution
• 28 days annual leave + bank holidays + buy/sell/save holiday trading scheme
• A Family Friendly policy that helps you balance your work and family responsibilities
• Private medical insurance + options to add family members
• 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
• 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 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 were also named in the LinkedIn Top 25 Companies List 2021, 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 and 2024.

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.