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Complaints Trainer

4 months ago

StratforduponAvon, United Kingdom NFU Mutual Full time

**About the role**:
We are seeking a Complaints Trainer to join our Head Office function in Stratford-upon-Avon and support our Complaints Team by providing high quality product, technical, procedural, customer experience and regulatory training to all the NFU Mutual General Insurance complaint handling units across the business. This is crucial to ensure all complaints handlers are engaged with up-to-date information and have all the tools needed to be successful.
The successful applicant will be responsible for a wide range of duties including:

- Plan, co-ordinate and deliver complaint learning solutions to equip employees with relevant product, technical and regulatory knowledge and ensure compliance with all regulatory bodies whilst delivering efficient customer service.
- Deliver training solutions that equip employees with the soft skills necessary to deliver an excellent complaint experience including telephone skills and work management.
- Own the development and sign off of customer relationship specialists in line with the Customer Relationship Team’s Training and Competency Scheme
- Build and maintain effective relationships with all GI complaint handling units to ensure effective training solutions are delivered which meet compliance standards and business needs.

We understand how important a positive work-life balance is to you, so we offer great facilities when you want to be in an office environment, and support to work up to 80% of your hours from home.

**About you**:
You will have extensive experience of handling complaints, ideally within an insurance or other regulated environment. You will have strong communication and influencing abilities, be confident building trust with colleagues as well as maintaining a positive attitude when faced with challenges. To join the team, you will have had experience:

- Delivering effective, clear and engaging training, to both individuals and groups
- Creating successful coaching material (desirable)
- Understanding FOS and FCA procedures
- Adapting to fast-paced changes while ensuring high quality training is delivered

**Further information**:
This role is a Level 3 which includes an annual bonus of up to 10% and 25 days holiday

The hiring manager is Simon Lee

The recruiter looking after this vacancy is Felicity Gunn