Escalated Complaints Specialist

Job Description

Escalated Complaints Specialist

• Take ownership of complex escalated complaints and mis selling allegations.


• Play a key role in protecting NFU Mutual’s customers and reputation.


• Hybrid role with 60% homeworking and 40% in our Stratford-upon-Avon, York, Bristol or Glasgow offices

About the role

This specialist role sits within our Customer Relationship Team and plays an important part in how NFU Mutual manages escalated complaints and higher-value mis selling investigations. You’ll support the handling of complaints that may arise from policy errors or customer concerns relating to sale, advice, cover or process, ensuring fair and balanced outcomes are reached, in line with our company values. that protect both our customers and our reputation.

You’ll take end-to-end ownership of cases, carrying out detailed investigations, reviewing evidence and reaching well-reasoned decisions aligned to FCA expectations and Financial Ombudsman Service guidance. A key part of the role will involve working closely with colleagues across our sales, underwriting, claims and agency network, particularly where complaints relate to sales processes or customer journeys. Navigating these relationships constructively and confidently will be central to your success.

Beyond case ownership, you’ll act as a key referral point within the complaints function. You’ll provide technical guidance, support and coaching to complaint handlers, helping to build capability across the team. As the operating model continues to evolve, you’ll also help shape and refine processes, identify themes and drive improvements to reduce customer harm and strengthen complaint handling standards across the business.

About you

You’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 emotional intelligence alongside experience of coaching, mentoring or upskilling others

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 up to £50,000 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 Mutual

We’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.