Insurance 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, you’ll enjoy hybrid working with up to 80% homeworking and 20% from our office in Glasgow

Salary: up to £34,000 depending on experience + up to 10% annual bonus

At NFU Mutual, the Customer Relationship Team plays a crucial role in supporting customers when things go wrong - managing complaints with fairness, empathy and deep technical understanding. Cases can range in complexity across our various product lines. Investigations will require collating evidence, reviewing technical reports, critically evaluating the service provided to our customers and using judgement to determine fair outcomes which will be delivered with clarity and understanding.

Working closely with colleagues across Claims and Underwriting, you’ll investigate a diverse range of complaints in depth, gathering information from various sources, reviewing timelines, and ensuring regulatory milestones are met in line with FCA expectations. Supporting customers remains the absolute priority, and you’ll do everything possible to ensure they feel heard, respected and treated fairly. Customers will sometimes be distressed, frustrated or in vulnerable situations, so the ability to adapt your approach with care and emotional intelligence is essential.

This includes supporting customers with additional needs, ensuring reasonable adjustments are made and communicating in a way that feels clear, supportive and reassuring. Our customer‑centric, human‑led and AI‑supported approach ensures every interaction is thoughtful, transparent and outcome‑driven. You’ll take end‑to‑end ownership of each case- making autonomous decisions, evaluating evidence across multiple systems, and liaising with suppliers or external service providers where further insight is required.

Complex supplier interactions are often central to resolving complaints, and you may need to question assumptions, challenge inconsistencies or request detailed information to reach a fair conclusion. Ensuring all communication is clearly recorded and that investigations remain comprehensive is vital for delivering high‑quality outcomes. As a Complaints Specialist (known internally as a Customer Relationship Specialist), you’ll apply seasoned judgement to establish the facts, understand root causes and determine the right outcome for both the customer and NFU Mutual.

You’ll also identify wider learnings, feeding insights back into processes and controls to help reduce future risk and continuously improve how we support our customers. No two days will be the same. With cases spanning multiple product lines, unique customer scenarios and varying degrees of complexity, you’ll be challenged, trusted and supported in equal measure.

About youYou’ll help our customers feel heard, supported and treated fairly by managing their complaints with clarity, confidence and a strong end‑to‑end approach. Insurance experience - whether gained in complaints, customer services or claims - is highly desirable, as it will help you navigate complex cases, understand policy nuances and apply regulatory expectations with confidence. You may speak with customers who are distressed or frustrated, so your calm, empathetic approach will be essential.

You will manage multiple cases, ranging in complexity, concurrently, so being organised, resilient and able to manage progress clearly is key. You’re confident using IT systems and navigating multiple platforms accurately, and CRM experience is desirable.…