Insurance Complaints Specialist

NFU Mutual; Glasgow; Hybrid; GBP 20,000 - 34,000; Full time

Benefits offered by this job

Salary up to £34,000 per year

Annual bonus up to 10%

Contributory pension up to 20%

25 days annual leave + bank holidays

Health and wellbeing plan

Job summary

NFU Mutual in Glasgow is hiring an Insurance Complaints Specialist to lead end‑to‑end complaint investigations with fairness and technical accuracy. You will gather evidence, review reports, and ensure FCA milestones are met while helping customers feel heard and respected.

Working in a hybrid team, you’ll balance empathy with rigorous analysis, handle complex cases across product lines, and contribute to continuous improvements of processes and controls.

Qualifications

• Recent end-to-end complaints experience, ideally within insurance.
• Knowledge of FCA and FOS expectations—such as fair investigations and appropriate resolution timelines is highly desirable.
• Strong, phone-based customer experience with clear verbal and written communication.
• Strong investigation skills with analytical thinking and attention to detail to make fair, balanced decisions.

Skills

Complaints & regulatory understanding

Customer interaction

Analysis & decision making

Resilience & organisation

Empathy & self-awareness

Job description

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

About the role

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. You’re comfortable holding professional, sometimes challenging conversations over the phone, and you work collaboratively in a fast paced environment. Your positive attitude, accuracy and ability to prioritise will help you thrive.

You’ll bring:

• Complaints & Regulatory Understanding – Recent end-to-end complaints experience, ideally within insurance.
• Knowledge of FCA and FOS expectations—such as fair investigations and appropriate resolution timelines is highly desirable.
• Customer Interaction & Communication – Strong, phone based customer experience with clear verbal and written communication. You can remain composed and challenge appropriately when needed.
• Analysis & Decision Making – Strong investigation skills, using analytical thinking and attention to detail to make fair, balanced decisions supported by clear rationale.
• Resilience & Organisation – Confidence managing complex cases that may take several weeks to resolve, staying composed under press and taking ownership to meet targets.
• Empathy & Self‑awareness – An ability to adapt your approach to each customer and situation, using emotional intelligence, active listening and a fair‑minded approach in every interaction.

Benefits and Rewards

When you join our team,you can expecta supportive cultureandanattractive range ofrewards and benefitsincluding: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 - volunteerin the community for one day each year Mentoring opportunities to help you grow your career Unlimited access to Refer a Friend £500 bonus scheme Life Assurance coverof 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 2026 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 eleven 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 Companies 2026 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.

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.