Job Description

As an Operational Assistant, you will play a key role in supporting the Training & Competence (T&C) team by managing high-volume processing tasks, handling stakeholder queries via email, phone, and Teams, and maintaining data integrity within the T&C Insight system. You will be responsible for onboarding new starters, processing leavers, and returners across the agency network, ensuring compliance with regulatory requirements. The role involves analysing trends in queries, recommending improvements to enhance customer outcomes, and supporting short-term projects through data validation and reporting. You will also facilitate knowledge sharing by delivering one-to-one support sessions and presenting findings to stakeholders over teams, requiring strong attention to detail, effective communication, and a continuous improvement mindset. The team encourages collaboration and welcomes your input on ways to improve and develop processes.
The role offers opportunities for personal and professional growth and development, and with a track record of staff progressing to higher-level positions or moving laterally for broader experience, this is a fantastic fixed-term opportunity to get your teeth into.
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 80% of your hours from home.
This role is known internally as T&C Operational Assistant
About you
You are a detail-oriented and adaptable professional with proven experience using systems and databases, such as CRMs, and are confident in managing high-volume processing tasks. You have a strong background in customer-focused roles, handling queries via phone, email, and MS Teams, and are proficient in using Outlook for communication and task management. Your analytical skills enable you to identify trends in quantitative (numbers) and qualitative (words, themes, reasons, recommendations) data, providing clear, contextual insights to stakeholders. It would be great if you have previous experience within a regulated environment, whether within a compliance or training and competence team, but this is not essential for us as full training will be given.
You demonstrate excellent attention to detail, adhere to regulatory standards, and are committed to continuous improvement. Your effective communication and presentation skills, stakeholder management, and collaborative approach ensure positive customer outcomes. You thrive in a dynamic environment, balancing multiple priorities while maintaining a strong customer focus.
Skills being assessed through the recruitment process:

• Ability to use databases and systems, including Outlook, to send, receive and categorise information.
• Your customer service experience and how you engage with internal and external stakeholders
• Ability to handle high-volume processing tasks with excellent attention to detail
• Previous experience of analysing quantitative or qualitative data, identifying trends and communicating findings, with context and rationale, to stakeholders.
• Previous experience within a regulated environment - Desirable
• Knowledge of Training & Competence Schemes and systems - Desirable

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 33,000 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 - 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 companies. For over 110 years we've put our customers at the heart of everything we do. Our people are just as important to us.
We pride ourselves on being "a great place to work" and our Gallup Exceptional Workplace 2025 award was not only awarded with Distinction but also named us as the first UK-based company to receive a Gallup Exceptional Workplace for ten years in a row. We are also the only Insurer to feature in the LinkedIn Top 15 Companies 2025 list of 'Best midsize employers to grow your career in the UK', the Glassdoor Best Places to Work UK List 2023 and 2024, and were recognised as a certified UK Top Employer by the Top Employers Institute in 2023, 2024 and 2025.
We offer a supportive culture where we empower and inspire our people to perform, offer them opportunities to grow, and recognise and reward 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 are successful now and in the future.

Skills Required