What it's like to be part a world class organisation?

In today’s competitive market, working for a world-class company is an aspiration shared by many professionals. Such organisations are distinguished not only by their market performance but also by their internal culture and practices that contribute to their industry leadership.? I am privileged to work for a such an organisation, NFU Mutual .? Last week Gallup shared the results for our 2024 Employee Engagement Survey and for the tenth year running, we have achieved the ‘World Class’ status.??

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I joined the company five years ago and vividly remember being captivated by the "White House" head office setting during my interview. Beyond the impressive surroundings, I instinctively knew this was the company I wanted to work for. I was fortunate to be offered a role by my former line manager, Charles B. , who is now enjoying a well-deserved retirement. Five years later, I am eager to share what it means to be part of such an exceptional enterprise, drawing on some key aspects that define our world-class status.

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Exceptional leadership

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At the core of every world-class organisation is exceptional leadership. Leaders in these organisations are visionary, inspirational, and committed to cultivating a culture of excellence. These attributes are vividly exemplified by our Board members. I recall my initial meeting with Nick Turner, our then Sales and Agency Director and now esteemed CEO. During that meeting, he introduced an adage unfamiliar to me at the time: "We measure twice, cut once." It is only now that I fully appreciate the profound wisdom behind this phrase — it is the relentless pursuit of excellence in every interaction.

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Having had the privilege of partnering Nick in his former role on Sales and Financial reporting for two years, I observed firsthand his unwavering dedication to this principle. His commitment to thoughtful planning and meticulous execution was evident across all aspects of our operations. In an era where hasty decisions can lead to costly errors, we prioritise a methodical approach. We invest significant effort in understanding market trends, customer needs, and the competitive landscape before taking action. This approach allows us to mitigate risks and ensure our initiatives are both well-founded and aligned with our long-term vision.

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In essence, by integrating the "measure twice, cut once" ethos into our strategy, customer service, and employee relations, we ensure operational precision. This methodology reduces errors, enhances customer satisfaction, and fosters a positive work environment—critical factors for sustainable growth and profitability.

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I also recall the announcement of Nick's appointment as CEO. On that day I was in a meeting with him and his leadership team, he expressed that one of his primary motivations for coming to work each day is his strong sense of responsibility to lead and care for his team. This sentiment aligns perfectly with a Simon Sinek's quote: "Leadership is not about being in charge. It is about taking care of those in your charge." Nick’s caring nature and this quote seamlessly lead to the next key point I wish to highlight: our industry-leading employee tenure.

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Industry-Leading Employee Tenure

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One of the most striking features of a world-class company is its ability to retain employees over the long term. Employee tenure is a critical indicator of job satisfaction, organisational culture, and the overall health of the company.? At NFU Mutual , employees find a sense of belonging and purpose that keeps them motivated and loyal. The average tenure here far surpasses industry standards, demonstrating our commitment to fostering a supportive and enriching workplace. This stability translates into a knowledgeable and experienced workforce, which in turn drives better business outcomes and customer satisfaction.

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In addition to this we invest heavily in employee development through continuous training, mentorship programs, and career advancement opportunities. By fostering a culture of learning and growth, we not only enhance our employees' skills but also boost morale and job satisfaction, leading to higher retention rates and better overall performance.? It won’t surprise you to hear that under the leadership of our HR Director Kenny Graves , NFU Mutual has been certified as one of the UK’s Top Employers by the Top Employers Institute, for the second year in a row.? The external accreditation process is hugely detailed and covers many HR areas, including D&I, Engagement, Leadership, Organisational Change etc, so to be one of only 112 UK companies, and one of only four insurers, to achieve this recognition is quite exceptional, and shows that we are succeeding in our objective of being a Great Place to Work.

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Award-Winning Customer Service

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Exceptional customer service is a hallmark of world-class companies, and our track record speaks for itself. We are proud recipients of the prestigious Which? Insurance Brand of the year for the third consecutive year. This award is a reflection of our commitment to exceeding customer expectations through every interaction.? Rachel Kelsall , our Customer Services Director, expressed delight at our achievement, emphasising our constant focus on providing the best possible service, particularly at the point of claim.

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Our impressive customer retention rate is a testament to our relentless focus on customer satisfaction. This achievement is driven by our comprehensive approach to customer engagement. Customers trust us not just for the quality of our products and services but for the reliability and support we provide throughout their journey with us.

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Robust Performance Metrics Focused on Outcomes

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Data-driven decision-making is a defining characteristic of world-class organisations. At our company, we have established clear performance metrics and utilise data analytics to track progress, identify areas for improvement, and make informed decisions. Given the extensive reporting requirements of a company our size, I will illustrate some of the methods we employ to measure performance within my division— Sales and Agency.

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Biweekly, I participate in Pulse meetings with our division director, Nick Watson , his leadership team, and key stakeholders from across the business. During these meetings, we review our sales and financial performance and address any emerging issues requiring prompt attention. Additionally, on a quarterly basis, Nick conducts a 'Townhall' meeting with his leadership team, including Neil Garton , Simon Painter , Gary Thomson , James Pickering , and Graham Harvey . All members of the Sales and Agency division are invited to these meetings to hear performance updates on our roadmap, highlight key achievements, and ask questions to the leadership team. This ensures that everyone in the division understands our roadmap and how their efforts contribute to achieving our milestones.

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In my department, Distribution Operations, led by Neil Garton , we follow a similar approach. We hold monthly 'Core Brief' meetings to review our department roadmap and performance, focusing on the outcomes we are driving. Whether it is creating capacity for our sales force through agile processes, enhancing our risk oversight, or producing insightful MI to drive data-driven conversations - we ensure all objectives are clear and concise. Contrary to what one might expect, our roadmap is condensed into a one-page document that is simple to digest and understand. I have internalised this roadmap so thoroughly that it occasionally appears in my dreams — a clear sign that I need more variety in my life!

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This rigorous approach ensures we stay on course to achieve our strategic goals and maintain high standards of performance.

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Emphasis on Diversity and Inclusion

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Diversity and inclusion are not just buzzwords in our organisation; they are integral to our success. As a member of an ethnic minority, I often find myself as the only non-white individual in meetings. However, this has not hindered my ability to fully participate and contribute to my department. We actively celebrate and embrace our individual differences. Over the past year, colleagues have volunteered to share their unique personal stories, demonstrating considerable courage, whether these stories pertain to their faith, health conditions, or other personal experiences. The trust and openness within our team in sharing such personal narratives significantly enhance our inclusivity and strengthen our unity.

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Diversity and inclusion are central to the agenda of my division, Sales and Agency. I can confidently state that I have never felt more at home than I do here. Most of the time, I forget that I look different; it is only when I see my reflection that it becomes apparent.? Nick Watson and the leadership team created a diverse working environment which provides an opportunity to actively contribute to increasing representation and visibility for individuals like me from ethnic minority background.?? Additionally, the S&A Diversity and Inclusion Committee, led by the outstanding Victoria Search , has played a crucial role in advancing our D&I initiatives within Sales and Agency. I am honoured to be a part of this Committee and deeply value the impactful work it is doing.

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In summary

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Working for a world-class company like NFU Mutual is a profoundly rewarding experience. It means being part of an organisation that values its employees, excels in customer service, champions diversity, and maintains a laser focus on strategic execution. These elements combine to create an environment where employees can thrive, customers are delighted, and the company continues to achieve remarkable success.

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If you are already a member of this distinguished organisation and find nothing particularly newsworthy in this article, it is because you are actively embodying and practicing our world-class values. However, if you are not yet a part of our esteemed organisation but are inspired by our accomplishments, we encourage you to join us. Explore our current vacancies and apply if you meet the application criteria. Just imagine what we can achieve together with you on board!