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- Tasks: Assist customers with claims and policy amendments while providing exceptional service.
- Company: Join NFU Mutual, a leading agency in the UK, known for its supportive work culture.
- Benefits: Enjoy flexible working, private health plans, and 24 days annual leave plus bank holidays.
- Why this job: This role offers growth opportunities and comprehensive training in a friendly environment.
- Qualifications: GCSEs in Maths and English at Grade C (4) or above are required.
- Other info: Work from our modern offices in Salisbury or Wareham, with a focus on career development.
The predicted salary is between 20400 - 28400 £ per year.
About us: NFU Mutual's Salisbury & Wareham agency spans areas across Dorset, Wiltshire, and Hampshire. Placed as one of the largest NFU Mutual agencies in the country we have an exciting opportunity for Customer Service Associates to join us.
Our work environment includes:
- Growth opportunities
- On-the-job training
- Work-from-home days
- Modern office setting
- Safe work environment
As a Customer Service & Claims Advisor within our growing team, you will play a key role in the success of an expanding local business, ensuring the customer is at the heart of everything we do. Your focus will be to amend, update and advise on motor, personal and commercial lines and assist our customers with their claims processing needs, all underpinned by exceptional customer service. You will need to be self-motivated and able to work under pressure.
This role is an exciting opportunity for anybody who is looking to join a well-respected Agency of NFU Mutual with the opportunity for future development within our business. Our aim is to grow and support our staff in their careers, rather than just a job. If you are looking to develop and progress, please contact us.
We recognise that some candidates may experience barriers during the recruitment process. So, we encourage candidates to discuss any adjustments or accommodations they need to be the best they can be throughout our recruitment process.
Full training in a friendly and supportive environment will be provided.
Duties include:
- Compliantly process policy amendments predominantly over the phone in motor, personal and small commercial products
- Discuss, assist and process customers' claims
- Identify and initiate cross-selling opportunities and activities to new and existing customers
- Acquire and maintain knowledge of NFU Mutual General Insurance products, as applicable to product licences
- Obtain appointments for our Financial Advisor, to contribute towards the Agency target
- Work within Compliance Framework required by the Company / Financial Conduct Authority (FCA)
- Develop and sustain effective working relationships with customers, all members of agency and NFU Mutual staff
- Comply with all applicable sections of the NFU Mutual insurance compliance manual for the Agency Network, the agency guide and local agency procedures
- Maintain record keeping requirements for your role
About you
Desired Skills:
- Be able to communicate effectively, both written and verbal
- Possess good IT Skills (particularly Outlook, Word & Excel)
- Be able to demonstrate problem-solving skills and use your own judgement
- Have a flexible and open attitude
- Be highly organised and able to work to deadlines
- Previous office-based/telephone-based customer service skills would be advantageous
Qualifications required:
- Minimum – Maths and English GCSE (or equivalent) at Grade C or above (Grade 4 or above)
Please clearly state all individual qualifications on your application.
Our commitment to you:
- Starting Salary £24,445.00, with progressive salary banding beyond this
- A key role in an established and well-respected business where the growth and progression of our employees is encouraged, and achievement is recognised
- Thorough training and a supportive development plan to enable your success in the role
- Support in gaining Chartered Insurance Institute professional qualifications
- Flexible working from home
- Staff benefits including Private Health Plan and annual Volunteer Day
- 35 hours a week
- Working week: Monday – Friday 9am to 5pm
- 24 days annual leave plus bank holidays
- Free Parking
- Company pension
- Sick pay
- Birthday as a free day’s holiday
The role could be based in our offices at London Road, Salisbury, SP1 3HP or Leanne Business Park, Wareham, BH20 4DY depending on your location.
Closing date for all applications: 17th June 2025.
Please note you will be employed by an Agent of NFU Mutual and not by NFU Mutual directly.
Whatever your role, as a key member of your agency team, you’ll enjoy the chance to develop your insurance industry knowledge and skills and build a rewarding career. For most roles you won’t necessarily need an insurance background. It’s more about your personal qualities – your ability to learn quickly, develop strong working relationships with a range of different people and give customers excellent service, with trusted advice and products.
Bring these qualities and you’ll be supported with a full range of training and development opportunities so you can build the career you want. These include the chance to gain an apprenticeship, as well as support to study for professional qualifications and full training in all aspects of the insurance industry.
Customer Service & Claims Advisor employer: NFU Mutual
Contact Detail:
NFU Mutual Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service & Claims Advisor
✨Tip Number 1
Familiarise yourself with NFU Mutual's products and services. Understanding their motor, personal, and commercial lines will not only help you in the interview but also show your genuine interest in the role.
✨Tip Number 2
Practice your communication skills, especially over the phone. Since the role involves processing claims and policy amendments predominantly via phone, being articulate and clear will set you apart from other candidates.
✨Tip Number 3
Demonstrate your problem-solving abilities during the interview. Think of examples from past experiences where you've successfully resolved customer issues, as this is crucial for a Customer Service & Claims Advisor.
✨Tip Number 4
Show your enthusiasm for growth and development within the company. NFU Mutual values employees who are eager to learn and progress, so express your long-term career aspirations during your discussions with us.
We think you need these skills to ace Customer Service & Claims Advisor
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant customer service experience and skills that align with the role of a Customer Service & Claims Advisor. Emphasise your ability to communicate effectively and any previous experience in a similar environment.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer service and your understanding of NFU Mutual's values. Mention specific examples of how you've provided exceptional service in the past and how you can contribute to their team.
Highlight Relevant Qualifications: Clearly state your qualifications, especially your Maths and English GCSEs or equivalents. If you have any additional certifications related to customer service or insurance, be sure to include those as well.
Showcase Problem-Solving Skills: In your application, provide examples of how you've successfully resolved customer issues in the past. This will demonstrate your problem-solving abilities and your capacity to work under pressure, which are key for this role.
How to prepare for a job interview at NFU Mutual
✨Research NFU Mutual
Before your interview, take some time to learn about NFU Mutual and its values. Understanding the company's mission and how they operate will help you align your answers with their expectations and demonstrate your genuine interest in the role.
✨Showcase Your Customer Service Skills
As a Customer Service & Claims Advisor, exceptional customer service is key. Prepare examples from your past experiences where you successfully resolved customer issues or went above and beyond to assist someone. This will highlight your ability to handle similar situations in this role.
✨Prepare for Scenario Questions
Expect scenario-based questions that assess your problem-solving skills and judgement. Think of potential challenges you might face in the role and how you would approach them. This will show your ability to think on your feet and make sound decisions under pressure.
✨Ask Insightful Questions
At the end of the interview, be ready to ask thoughtful questions about the team, training opportunities, and career progression. This not only shows your enthusiasm for the position but also helps you gauge if the company culture aligns with your career goals.
