Meet our brand-new Head of Complaints, Abbi Fry. We caught up with Abbi to hear how she’s settling in and her first impressions of her new role.

My background
Before joining NFU Mutual I worked for Barclays for just under 18 years. I started my career in complaint handling and management roles, then moved on to customer experience and insights to get a broader understanding of the business. I ended my career at Barclays as the Head of Complaints for Barclays Private Bank.

When I first saw the Head of Complaints role being advertised at NFU Mutual, it almost felt too good to be true. I enjoyed my last role at Barclays, but it had got to the point where I wanted a change and new challenge. NFU Mutual is a company with an excellent reputation for how it cares for customers and colleagues and the team has enormous potential!

My role at NFU Mutual
I now head up the Complaints Team at NFU Mutual. With approximately 70 staff in the team across 4 locations, we manage all General Insurance Complaints that need further investigation. We look to continually improve the customer experience and work closely with the Financial Ombudsman Service and regulators to ensure we’re doing things in the right way.

I’ve really enjoyed my 6 weeks here so far! There’s so much great work going on in the Complaints team and my first impressions are that NFU Mutual is a company with a genuine intent to do the right thing for colleagues and customers.

A bit about the Complaints team
The team have a vast amount of experience when it comes to NFU Mutual complaints handling and have really welcomed me into the fold. With a difficult external environment for the motor industry and the back-to-back storms in the earlier part of the year, the incoming volumes have been a challenge, but I am extremely impressed with the tenacity and dedication of the team who have maintained their quality standards throughout.

The future
I’m excited about the future opportunities for this team. Complaint teams across Financial Services are in the position to be a proactive, supportive function that helps the business understand how to improve customer experience. This team has excellent foundations, with good capability and people, so I’m excited about helping us realise the opportunities we have to support NFU Mutual to continue to be a customer-focused, successful business.

Take a look at our current Customer Service Operations vacancies.