Careers

Working for National Friendly

Life at National Friendly

We love what we do. Our people are passionate about providing a great service to our members and are dedicated to making a positive impact in their various fields. And we’re committed to developing the skills and experience of our people through accessible training and support.

So whether you’re years into your career or just starting out, if you’re keen to work in a dynamic and collaborative workplace, we want to hear from you.

Employee benefits

When you join our brilliant team of people, you’ll have access to a fantastic range of employee benefits.

Take a look at the list below to see what’s on offer (but please note that some benefits are subject to a minimum qualifying period):

There’s potential to earn a discretionary bonus based on your individual and Society performance.

As well as statutory and public holidays, annual leave entitlement starts from 25 days, rising to 28 days after 9 years' service.

This is free to all employees and provides individual healthcare cover towards private medical treatments.

Free to all employees and pays four times basic salary to your nominated beneficiaries if you should die whilst employed by the Society.

The Society will fund professional qualifications to enable employees to develop in their role.

Enhanced maternity pay over and above the statutory requirements, including the first 10 weeks at full pay.

Some benefits are subject to a minimum qualifying period.

You can exchange part of your basic salary for a monthly pension contribution whilst saving on national insurance and tax.

Contribute up to 6% of your basic pay and we’ll double that contribution up to a maximum of 12%.

We offer a cycle to work scheme where you can exchange part of your basic salary in return for a bike and accessories (up to £1,000) and save on tax and national insurance.

To help you manage the cost of travel or car parking, we can pay for your tickets upfront and you’ll repay it monthly through payroll.

Training Investor Badge CPD Courses

Our values

Vacancies

Your journey with us starts here. Please take a look below at the roles we have on offer.

If you see one you think you’re the right fit for then please send your CV and a covering email/letter to our HR Team at HR@nationalfriendly.co.uk

Job Title

Marketing Executive

Reports to

Marketing Manager

Direct Reports

None

Full time hours

35 hours per week Monday to Friday

Location

Office based with hybrid working (minimum of 3 days per week in office)

Salary

Up to £30,000

Purpose of Role

The Marketing Executive will play a key part in the marketing function by owning and delivering the Social Media plan, internal communications, event support, ensuring an efficient and engaging experience for our customers when they visit the National Friendly website, and leading the member communications.

 

This role will also help develop and deliver adviser and member campaigns and will be a central point for content for the rest of the marketing function. This person will ensure seamless integration of campaigns across multiple touchpoints, helping build workflows and follow-ups to help move customers down the pipeline. They will work collaboratively and liaise effectively between various internal teams as well as external partners.

 

The Marketing Executive will contribute to the team by creating engaging designs, including social media graphics and posters, to bring our content to life. This dynamic role provides a broad range of responsibilities and opportunities for growth and professional development.

 

In a nutshell, the Marketing Executive will work across a broad range of media including traditional and digital channels, managing their own marketing projects, writing and proofreading copy. This role will also need to deputise for the Marketing Manager and support the Head of Marketing and the Digital Marketing Manager with ad hoc requests.

 

Key Duties & Responsibilities

·       Create and manage a robust social media plan and support on setting the long-term strategy for both Advisers and Members, aimed at increasing brand awareness, driving engagement, and enhancing customer loyalty. Regularly track and report on performance metrics, providing recommendations for improvements.

·       Posting regular content on our social media channels to engage target audiences, increase followers, and report on results. Spanning across Facebook, LinkedIn and Instagram, including obtaining Marketing and Compliance approval.

·       Support and deliver National Friendly campaigns for advisers and members using a combination of channels both traditional and digital. This includes website and email content, PowerPoint slides and visual aids.

·       Supporting Head of Marketing and the Marketing team with product launches, collateral, communications and other ad hoc marketing requests.

·       Measure campaign outcomes and drive a continuous improvement culture. Supporting the Marketing Manager in compiling monthly reporting of metrics from BAU and campaign activity.

·       Manage MailChimp/HubSpot software and associated CRM campaigns, mailing lists, automated workflows and create HTML emails for Adviser and Member campaigns and communications.

·       Supporting marketing and PR campaigns including digital activity.

·       Develop marketing collateral (print and digital) to support the growth business objectives and Sales function in promoting and selling National Friendly products.

·       Lead on internal communications and post as needed on the intranet, keeping it up to date with events, staff announcements, etc, as required by the Society.

·       Liaise with external agencies, couriers, designers and printers. Organising literature and event merchandise stock, ordering reprints and parcel/courier deliveries.

·       Develop and maintain a comprehensive organic content calendar for our website, ensuring alignment with marketing objectives and deadlines.

·       Develop an understanding of all products, features and USPs and be able to communicate them clearly and succinctly.

·       Act as a Tone of Voice champion and Brand ambassador ensuring it’s used consistently across all channels.

·       Routinely audit external and internal channels to ensure brand messaging is consistent.

·       Lead on marketing initiatives and projects as required by the Marketing Manager, ensuring all projects and campaigns are delivered on time, are within budget and meet all regulatory guidelines.

·       Create and maintain effective relationships with all colleagues, including the members of the Executive Team and Senior Managers, to ensure collaborative and productive working across functions, ensuring timely, engaging and compliant communications for Members, Advisers and colleagues.

 

Job Requirements

Knowledge

·       Basic understanding of the marketing mix and ability to work across different channels, both traditional and digital

·       Familiar with Health and Protection industries

Experience

·       Experience within a client-side marketing team, ideally within the Financial Services industry or from an industry with high levels of regulation and governance (eg. Professional services) (Financial services desirable, not essential)

·       Experience in various areas of the marketing mix

Compliance

·       Comply with all relevant regulatory and legal requirements including the FCA and PRA rules, the UK General Data Protection Regulations, and all relevant health & safety and anti-money laundering laws. (Training will be provided)

·       Maintain knowledge and understanding of the Society’s products and services

·       Ensure that all marketing collateral and content is clear, fair, and not misleading and meets the requirements expected by the FCA and the PRA

Skills & Personal Development

·       Strong copywriting and proofreading skills

·       Social media planning and execution

·       Campaign and project organisation

·       Highly organised and efficient

·       Strong problem-solving abilities and prioritisation

·       Strong communication, both verbal and written and interpersonal skills

·       Strong IT skills – ie. Umbraco, Microsoft Word, Excel, PowerPoint, Outlook, Canva

·       Highly motivated with the ability to work on own initiative and with others

·       Works at pace, is dynamic and creative

·       Ability to multi-task and meet tight deadlines

·       Strong relationship management skills, internally and externally

·       Strong attention to detail

·       Stakeholder management

 

Skills that would be advantageous:

·       Experience of CRM and use of Marketing Automation packages such as HubSpot

  • Experience in insurance or the financial services industry
  • Experience of Adobe Creative Cloud (InDesign, Photoshop) or Canva to assist in the design and production of marketing materials including leaflets, flyers and product literature

Qualifications

·       Level 3 or 4 CIM qualification would be advantageous

 

The duties and responsibilities above are not exhaustive and the role holder may be required to undertake other activities consistent with the general nature and purpose of the role. Duties may vary between individuals with the same or similar job title according to the needs of the Society.

National Friendly may review and amend this job description at its discretion. This job description does not form part of the individual’s terms and conditions of employment.

 

 

Job Title Complaints and Vulnerability Advisor

Hours: Full Time 35 hours

Reporting to Keeley Needs, Customer Services Team Leader

Salary £27,000 - £30,000

Location: Bristol (Discretionary hybrid working 3 days office/2 days home)

We’re a mutual society based in the centre of Bristol but with a national membership. Being a mutual means we’re owned by our members, so we always work with their best interests in mind.

Established in 1868, we have a long history of looking after people. Throughout our existence we’ve adapted to various changes in the world, and our products have evolved to meet the needs of our members.

We offer a wide range of health, welfare and protection products, to give peace of mind and financial security to those who need it. Backed by years of experience and a commitment to delivering exceptional service, National Friendly will always be there for you when you need us.

About the role –

As a complaints and vulnerability advisor at National Friendly, you will responsible for the day-to-day handling of Customer Complaints, ensuring any complaints received by the business are handled efficiently and within regulatory timescales, making recommendations when drafting responses and ensuring the business runs smoothly and ensuring SLA’s, quality standards and customer service levels are achieved.

You will be the key point of escalation for complex vulnerable customer cases, working collaboratively to provide an inclusive and supportive customer experience and outcome. Owning the post case analysis and feedback.

Undertake a range of administrative, monitoring and other tasks in relation to the Society’s legal and regulatory compliance responsibilities.

Job Purpose

  • Achieve good outcomes for our members, whilst adhering to all FCA Consumer Duty and regulatory requirements, and ensure that these are in line with National Friendly’s assurance handling requirement
  • Undertake thorough investigations to support you making informed decisions on what is right for both the customer and the company
  • Maintain knowledge and understanding of the Society’s products and services

 

• Provide effective feedback, both positive and developmental, to help improve frontline business and associated service providers complaint-handling

  • Be responsible for the required Complaints and Vulnerable Customer MI needed for reporting purposes.
  • Achieve and maintain the required level of performance against KPI minimum standards
  • Strive for favourable FOS upheld rates, while reviewing your own and the wider department’s decisions, whether overturned or upheld, to apply learnings to future cases
  • Taking vulnerable customer escalations from fellow Customer Service Advisors. Talking to people with varying degrees of difficulties or personal hardship, so we can help them to the best of our ability now and in the future.
  • Listen to, review and score calls of the customer service advisors, identify trends and check all call meet quality and compliance guidelines

 

 

  • Ensure learning is up to date to maintain competence with Quality Assurance Framework to deliver high standards in; written and verbal communication, record keeping and case management.

 

What we’re looking for:

• Experiencing of dealing with high level/post resolution complaints and prior experience of working within a regulated complaints environment. • Experience of working with vulnerable customers. • Exceptional attention to detail and accuracy • Great organisational, planning and time management skills. • Excellent IT skills, (using a variety of Microsoft Applications, portals/platforms) • A passion for delivering an excellent customer experience and confident in dealing with customers directly • An inquisitive mindset, with strong analytical and problem-solving skills, and the ability to impartially review complaints, and make decisions that ensure a fair outcome for our members • Be able to liaise between business areas and service providers confidently, to influence people and

situations to achieve fair outcomes • Excellent listening and empathy skills as well as written and verbal communication abilities • Effectively manage a caseload of customer complaints, being able to plan, prioritise and achieve deadlines • Ability to self-manage, motivate, and work on your own initiative

Our Values:

Caring - Kindness and empathy are at the heart of what we do. We work with authenticity and compassion, acting as advocates for all those who need our support.

Dedicated - At our core is a quality service with a focus on security and peace of mind. In everything we do we exhibit pride and commitment founded on our knowledge and experience.

Agile - We are resilient, flexible, and creative, embracing and adapting to change. In an evolving world, we continue to challenge the status quo. Our history helps us shape our future.

Credible - Our strength lies in being robust and reliable. We uphold trust, integrity, and inclusivity in all our actions, making everyone feel welcome.

The duties and responsibilities above are not exhaustive and the role holder may be required to undertake other activities as reasonably required.

National Friendly may review and amend this job description at its discretion.

This job description does not form part of the individual’s terms and conditions of employment