Careers

Full-time, permanent.

35 hours per week (Mon-Fri)

Discretionary Hybrid/Remote working considered

Competitive salary

National Friendly is a small mutual life insurer with a forward looking attitude and a broad and diverse portfolio of products through which it is seeking to support new business growth over the forthcoming years.

We are looking for an experienced Senior Underwriter to join our team. The focus will be on ensuring competitive terms for Life & Critical Illness, Income Protection, Private Medical Insurance and Immediate Needs Annuities. The role is varied, involving general case processing, rules development, philosophy input, process & product improvement and representing National Friendly by liaising with key partners and the wider industry.

There will be plenty of opportunity to develop your skills in all areas of the business.

Key attributes:

• Minimum of five years underwriting experience

• Experience of using underwriting rules engines and/or guiding underwriting philosophy (preferred but not essential)

• A demonstrated track record of underwriting Life & Critical Illness as evidenced by your current or recent underwriting authority levels

• Experienced and confident in assessing new IP applications, deciding what underwriting evidence is required and underwriting complex cases with medical evidence

• Ability to accurately follow underwriting guidelines whilst demonstrating appropriate flexibility and pragmatism without compromising our risk tolerance.

• Assisting less experienced staff with their underwriting development

Good communication skills, self-motivated, the ability to work with others to make a stronger underwriting team, providing accurate and consistent decisions is key.

You will take pre-sale underwriting enquiries by telephone and email, working to build a good working relationship with our intermediaries and other stakeholders

We have a fantastic benefits package. For full details about the role and to find out more about the benefits on offer please visit our website at https://nationalfriendly.co.uk/careers/vacancies/

Please include a CV with your application.

Full-time, permanent.

35 hours per week (Mon-Fri)

Discretionary Hybrid/Remote working considered

Competitive salary

National Friendly is a small mutual life insurer with a forward looking attitude and a broad and diverse portfolio of products through which it is seeking to support new business growth over the forthcoming years.

We are looking for an experienced Underwriter to join our team. The focus will be on ensuring competitive terms for Life & Critical Illness, Income Protection, Private Medical Insurance and Immediate Needs Annuity. The role is varied, involving general case processing, rules development, philosophy input, process & product improvement.

There will be plenty of opportunity to develop your skills in all areas of the business.

Key attributes:

• Minimum of three years underwriting experience

• A demonstrated track record of underwriting Life & Critical Illness as evidenced by your current or recent underwriting authority levels

• Experienced and confident in assessing new applications, deciding what underwriting evidence is required and underwriting complex cases with medical evidence

• Ability to accurately follow underwriting guidelines whilst demonstrating flexibility and pragmatism without compromising our risk tolerance.

Good communication skills, self-motivated, the ability to work with others to make a stronger underwriting team, providing accurate and consistent decisions is key.

You will take pre-sale underwriting enquiries by telephone and email, working to build a good working relationship with our intermediaries and other stakeholders.

The role offers an excellent opportunity to develop and diversify your underwriting skills, influence product and process development and be part of a small friendly underwriting team.

We have a fantastic benefits package. For full details about the role and to find out more about the benefits on offer please visit our website at https://nationalfriendly.co.uk/careers/vacancies/

Please include a CV with your application.

Full-time, permanent.

35 hours per week (Mon-Fri)

(Discretionary hybrid working - minimum 3 days per week office based)

Role Purpose:

• To be the first point of contact for National Friendly member queries primarily through telephone or mail.

• Deal effectively and timely member requests or forwarding to relevant department ensuring these are logged and dealt with to a high standard, in line with agreed processes and procedures to ensure an excellent member experience

• Communicate National Friendly’s values in dealings with colleagues and members with particular attending to the principles of Consumer Duty and acting with integrity

Key Responsibilities:

• Answer member queries via telephone, email, web chat, and letters

• Acknowledging, investigating and resolving general enquiries and non-regulatory complaints

• Process payments securely over the phone (card and direct debit)

• Administer and process a variety of member documents such as:

  Trust deeds

  Powers of attorney

  Policy alterations and more

• Log regulatory complaints with the Complaints Team

• Maintain accurate member records and ensure all correspondence is correctly stored

• Maintain knowledge and understanding of the Society’s products and systems

• Keep up to date with products, services, and internal systems

• To comply with FCA rules, the Data Protection Act, Health & Safety legislation, the Society’s IT policy, and Money Laundering procedures.

• Complete required online training and support ad hoc administrative tasks as needed

Key Results:

• Undertake work in line with the Society’s Service Levels and quality standards

• Ensure administration work and inputting of data is accurate and timely

• Ensure a professional and supporting member service at all times

Key Competencies:

• Excellent communication skills – written and verbal

• Strong attention to detail and data accuracy

• Ability to work well under pressure in a fast-paced environment

• Comfortable using a variety of communication channels

• A team player with a positive, can-do attitude

• Confident using computer systems and managing multiple tasks

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

This job description is a summary of typical functions and not an exhaustive list of responsibilities and other duties may be assigned by their supervisor.

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

Job Title: Account Manager

Reports to: Chief Operating Officer

Direct reports: No

Senior Manager Function/ Certified Function: No

Full-time hours: 35 hours per week

Location: Bristol (with discretionary hybrid working with at least 3 days per week in our Bristol office)

Purpose of role:

To manage and strengthen relationships with key third-party partners across our insurance ecosystem.

To be responsible for supporting strategic partnerships with third-party administrators (TPAs), claims service providers, technology vendors and other outsourced service providers critical to delivering exceptional customer outcomes.

To initially act as support for the relationship owner for a portfolio of strategic partners with a longer term view of being the primary contact, ensuring strong operational performance, service delivery excellence, regulatory compliance, and alignment with business objectives.

Key duties and responsibilities:

Operational

• Serve as a point of contact for assigned third-party partners.

• Build and maintain strong, collaborative relationships with partner stakeholders.

• Conduct regular business review meetings to assess performance, resolve issues, and identify improvement opportunities.

• Develop strategic partnership plans aligned to business objectives.

• Monitor partner performance against agreed service level agreements (SLAs), KPIs, and contractual obligations.

• Analyse operational performance metrics including claims handling, customer service outcomes, turnaround times, and quality assurance results.

• Drive accountability for service delivery standards and continuous improvement initiatives.

• Escalate and manage underperformance or operational risks appropriately.

• Support contract negotiation, renewals, and service scope changes.

• Identify opportunities for cost optimisation and value creation across partner relationships.

• Track commercial performance and ensure partners deliver expected business outcomes.

• Coordinate issue resolution between internal stakeholders and external partners.

• Support implementation of new partner initiatives, product launches, and process changes.

• Ensure third-party partners operate in accordance with regulatory requirements and internal governance standards.

• Support third-party risk assessments, audits, and compliance reviews.

• Monitor adherence to FCA requirements, conduct standards, and data protection obligations where applicable.

• Lead initiatives to improve operational efficiency, service quality, and customer outcomes.

• Share market and industry insights to support partnership innovation.

• Undertake ad hoc work where relevant.

Compliance and Personal Development (adapt where appropriate for specific professional roles/ standards)

• Undertake all work in accordance with the Society’s service and quality standards and comply with all the Society’s policies, processes and the Code of Conduct.

• Meet the required professional duties and standards set by the PRA, FCA, and other regulators where appropriate, and comply with all other relevant regulations including the UK General Data Protection Regulations, health & safety and anti-money laundering laws.

• Ensure high personal standards in terms of attendance, time-keeping and general conduct.

• Keep abreast of market and professional developments and ensure skills and knowledge develop to ensure an appropriate level of competence.

Experience Requirements:

• 3+ years’ experience in third party account management, partner management, supplier management or outsourced operations.

• Strong understanding of operations, policy administration and distribution models.

• Knowledge of regulatory frameworks and third-party governance requirements.

• Strong commercial acumen, excellent stakeholder management & relationship-building skills.

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.

Reporting to: Systems Development Manager

Full-time, permanent.

35 hours per week (Mon-Fri)

(Discretionary hybrid working - minimum 3 days per week office based)

Role Purpose:

The Senior Salesforce Administrator plays a key role in owning, optimising and supporting the Society’s Salesforce platform, ensuring it is secure, scalable, well governed and aligned to business objectives.

The role acts as the point of contact for Salesforce administration, configuration and enhancement, working closely with stakeholders, developers and third-party providers to gather requirements, deliver changes, support users, maintain data integrity, and introduce technical improvements including coded solutions where appropriate.

Experience Requirement:

• Proven experience as a Salesforce Administrator, with substantial experience in a senior or lead-level role.

• Salesforce certification required.

• Strong hands-on experience with Salesforce configuration, automation, reporting, dashboards, and security models.

• Excellent understanding of CRM processes, data structures, and business process optimisation.

• Experience with Flow and modern Salesforce automation best practices.

• Strong analytical and problem-solving skills, with the ability to balance technical capability and business impact.

• Ability to manage multiple priorities and work effectively with stakeholders at different levels of the organisation.

• Excellent communication skills, including the ability to train users and explain technical concepts in simple terms.

• Experience supporting integrations, data imports, and system change management.

• High attention to detail with a strong commitment to governance, accuracy, and continuous improvement.

• Knowledge of AppExchange products, integration tools, and data migration practices.

• Experience working in a fast-paced, scaling environment with evolving business requirements.

• Familiarity with agile delivery methods, release planning, and stakeholder workshops.

Key Responsibilities:

• Own the day-to-day administration, maintenance and continuous improvement of the Salesforce platform, ensuring stability, security and effective performance.

• Gather, analyse and translate business requirements into scalable Salesforce solutions using standard configuration wherever possible, and technical development where needed.

• Configure and maintain Salesforce objects, fields, validation rules, flows, approval processes, page layouts, profiles, permission sets, queues, sharing rules and other platform features.

• Support the design, testing and deployment of enhancements across Salesforce, ensuring changes are documented, controlled and aligned to business priorities.

• Develop and maintain reports, dashboards and data quality controls to provide actionable management information and improve confidence in Salesforce data.

• Manage user administration including onboarding, offboarding, role and profile changes, access reviews and security best practice.

• Work with internal and external technical teams to support integrations, data loads, release management and environment coordination.

• Undertake hands-on technical work supporting Lightning component configuration, and assisting with troubleshooting code-based solutions and API integrations.

• Collaborate with developers and solution partners on more complex customisations, ensuring technical solutions are fit for purpose, well tested and supportable.

• Support user acceptance testing, defect triage, release validation and post-implementation review for Salesforce-related changes.

• Provide expert support to users, resolve incidents and service requests, and act as a subject matter expert for Salesforce processes and capabilities.

• Maintain documentation, training materials, governance standards and change records to support effective platform management and knowledge sharing.

Key Results:

Success in this role means maintaining a reliable, well-governed Salesforce platform that enables efficient business processes, trusted reporting, strong user adoption, and continuous improvement. The Senior Salesforce Administrator will act as both a strategic partner and hands-on expert, helping the organisation get maximum value from Salesforce while supporting growth and operational excellence.

National Friendly may review and amend this job description at its discretion. This job description is a summary of typical functions and not an exhaustive list of responsibilities and other duties may be assigned by a supervisor. This job description does not form part of the individual’s terms and conditions of employment.