The role Claims Handler and Customer Service Advisor
Salary: £27,000 - £32,000 depending on experience
Full Time position; Monday to Friday – 8.30am to 5pm (flexible school hours available)
Location: Dummer, Basingstoke
Introduction to NFU Mutual
NFU Mutual offers a wide range of products and services, including general insurance, life, pensions and investments and has been providing quality insurance for its customers, for over 110 years. We carefully balance delivering excellent service to our customers whilst ensuring the business is run effectively. As a mutual, supporting our customers and paying their claims comes first. We are a top ten UK insurance company and the UK’s largest rural insurer, with an agency network of over 250 local offices.
About the Agency
As a local agency of NFU Mutual we deliver a first-class service, and sell their product range across our region, to customers old and new, who are at the core of everything we do. We are a business where honesty, integrity, and trust are at the heart of our values. We champion the personal approach to customer service that NFU Mutual are famous for. An exciting opportunity has now arisen within the North Hampshire Agency.
About the role
An exciting opportunity has arisen within the North Hampshire Agency for a Claims and Customer Service Advisor. You will play a key role within our local Agency, taking ownership of customer claims from first notification through to resolution. You will provide clear, professional and empathetic support throughout the claims journey, ensuring each claim is progressed efficiently and customers are kept informed. As a Customer Service Adviser, you'll be supporting both new and existing customers with their insurance requirements while delivering a personal and professional experience at every stage of the customer journey.
About you
You will be an experienced, customer-focused claims professional who is confident managing a varied caseload and supporting customers through potentially difficult situations. You will be organised, accurate and able to communicate effectively with customers, colleagues and external parties.
Essential experience
- Maintaining accurate records and following procedures within a regulated or compliance-focused environment.
- Delivering excellent customer service while managing multiple priorities.
Desirable but not essential
- Claims experience within a relevant industry.
- Experience of managing claims administration and customer communications.
You should also have
- Strong written and verbal communication skills.
- A professional, empathetic and customer-focused approach.
- Excellent attention to detail and the ability to record information accurately.
- The ability to prioritise workloads and work effectively under pressure.
- Confidence using Microsoft Word, Excel, Outlook and other office systems.
- The ability to work effectively both independently and as part of a team.
- GCSEs, or equivalent, in English and Maths.
Our commitment to you
- Support in attaining Chartered Institute of Insurance qualifications.
- Professional, hardworking, and supportive environment, with a strong team ethos and ethical practices.
- 23 days holiday per annum (rising to 25 days), plus Bank Holidays.
- Workplace Pension & death in service benefit.
- Free parking
- Full training and support on our range of insurance products
Closing date for all applications: 30th October 2026.
Please note you will be employed by an Agent of NFU Mutual and not NFU Mutual directly.
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Claims Handler and Customer Service Advisor in Basingstoke employer: NFU Mutual
NFU Mutual is an excellent employer that values collaboration and innovation, offering a hybrid work model that allows for 80% homeworking. With a strong focus on employee development and a supportive work culture, team members are encouraged to grow their skills in data analysis and coding while making a real impact on customer outcomes. The Stratford-upon-Avon office provides a vibrant environment where employees can connect with colleagues across various departments, enhancing both professional and personal growth.
