Senior Customer and Conduct Consultant

# Senior Customer and Conduct ConsultantRegion: MidlandsLocation: Stratford-upon-AvonContract type: PermanentLocation: Stratford-upon-AvonJob level: 4Reference: SADI02749Working pattern: Full-timeClosing date: 2nd June 2026Apply now## Senior Customer and Conduct Consultant* Exciting development opportunity within Financial Services * Utilise your Financial Services knowledge to enhance the Customer and colleague experience * Hybrid opportunity – 2 days in the office and the rest of your time from home## About the roleDue to the growth of the FS division, and the increase in workload across the team, we’re seeking a Senior Customer and Conduct Consultant to join the G&R Risk and Complaints team. This is a key role within Financial Services, providing oversight and leadership across complaints, breaches, and conduct activity. Reporting to the FS Risk & Complaints Manager, you’ll supervise a team of Customer and Conduct Consultants (7 head count), ensuring consistent, fair and well-governed outcomes for customers while maintaining strong regulatory compliance, balanced with the divisions strategic and commercial objectives. You’ll work across a broad range of activities including complaints investigations, breach reviews, and continuous improvement initiatives. The team manages a high volume of cases each year, requiring a balanced approach that considers customer experience, regulatory expectations and commercial impact. Working closely with the teams across the Financial Services division, you’ll guide decision-making, provide expert advice and ensure robust processes are in place to identify, investigate and resolve issues effectively. You’ll also support ongoing risk and control frameworks, using insight from complaints and monitoring activity to influence improvements across people, processes and systems. Alongside supporting and developing the Customer and Conduct Consultants through 1:1’s, team meetings and MA activities, you’ll play an important part in shaping how customer conduct is managed as the business evolves, balancing the benefits of new technology implementations (CourtCorrect), with the importance of human judgement in customer interactions. With an experienced team and support from an existing role holder, you’ll be set up for success from the outset, with a clear opportunity to further develop your leadership capability and progress into more senior roles over time. This role is based in our Tiddington Head Office, just outside Stratford-Upon-Avon. However, we understand how important a positive work-life balance is, so to help you give your best, we offer great facilities when you want to be in an office environment and support to work up to 60% of your hours from home.## About youYou bring working knowledge and experience of working in the Financial Services division, able to bring insights from the processes, systems and the proposition to support you in the role (essential). Whether or not you have leadership exposure, you bring good coaching and mentoring skills, comfortable leading or guiding others, with the ability to coach, influence and support colleagues to deliver high standards of performance and decision-making. With a strong understanding of complaints, conduct and risk activities, you’re confident using your judgement to balance customer outcomes, regulatory requirements and business needs. To join our team, you’ll also have: * Strong knowledge of Financial Services products, processes and regulatory frameworks, both internal and external; e.g, FCA, HMRC and the Financial Ombudsman * Experience of complaints handling, breach investigation or risk management activity * The ability to analyse data, identify trends and use insight to drive improvements * A collaborative approach, with the confidence to influence stakeholders across different teams * A customer-focused mindset, with excellent communication and decision-making skills Experience of continuous improvement or change activity would also support your success, particularly where you’ve contributed to enhancing processes or customer outcomes *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 RewardsLevel 4 * 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 *Plus any additional annual leave accrued in line with our Service Loyalty Policy#J-18808-Ljbffr…