At a Glance
- Tasks: Manage customer claims and provide empathetic support throughout the claims journey.
- Company: Join NFU Mutual, a top UK insurance company with over 110 years of service.
- Benefits: Full-time role, structured training, holiday entitlement, and a supportive team environment.
- Other info: Opportunities for skill development and career progression in a friendly team.
- Why this job: Make a real difference by helping customers through challenging situations.
- Qualifications: Previous claims handling experience and strong communication skills required.
The predicted salary is between 27900 - 34100 £ per year.
The role Claims Handler and Customer Service Advisor Full Time position, Permanent Contract
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.
About the role
As a Claims Handler 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.
While the role includes customer service responsibilities, its primary focus is claims handling and claims administration.
Key duties and responsibilities will include
- Managing insurance claims from initial notification through to settlement, ensuring all information is accurately recorded and processed.
- Acting as the main point of contact for customers throughout the claims journey, providing regular updates and clear guidance.
- Reviewing and investigating claims, gathering relevant information and documentation, and identifying any outstanding requirements.
- Liaising with NFU Mutual claims teams, loss adjusters, suppliers and other relevant parties to support fair and timely claim outcomes.
- Monitoring claim progress and proactively following up outstanding actions to help achieve timely resolution.
- Maintaining accurate claims records and completing all related administration to a consistently high standard.
- Handling customer enquiries by telephone, email and in person, delivering excellent customer service at all times.
- Supporting the wider Agency team with general customer service and administrative duties when required.
- Identifying opportunities to assist customers with their wider insurance needs and referring enquiries to the appropriate colleague.
- Following internal procedures, regulatory requirements and data protection standards at all times.
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
- Previous claims handling experience within the insurance industry is required.
- Experience of managing claims administration and customer communications.
- Experience of maintaining accurate records and following procedures within a regulated or compliance‑focused environment.
- Experience of delivering excellent customer service while managing multiple priorities.
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
You will receive a thorough induction, ongoing training and day‑to‑day support from an experienced and friendly team.
We will help you strengthen your knowledge of our systems, products and claims processes, with opportunities to develop your skills and progress in the role.
Benefits
- Full‑time, permanent role with regular Monday to Friday working hours.
- Supportive local team environment.
- Structured training and ongoing development.
- Holiday entitlement and workplace pension in line with the Agency’s terms and eligibility requirements.
Closing date for all applications: 28/09/2026.
Please note you will be employed by an Agent of NFU Mutual and not NFU Mutual directly.
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Claims Handler & Customer Service Advisor in Bridgnorth 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.
StudySmarter Expert Advice🤫
We think this is how you could land Claims Handler & Customer Service Advisor in Bridgnorth
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at NFU Mutual. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like NFU Mutual before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Claims Handler & Customer Service Advisor in Bridgnorth
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to NFU Mutual:Your cover letter is your chance to shine! Tell us why you want to work at NFU Mutual specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at NFU Mutual!
How to prepare for a job interview at NFU Mutual
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
