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- Tasks: Assist customers with claims and policy updates while providing exceptional service.
- Company: Join NFU Mutual, one of the largest agencies in the UK, based in Salisbury & Wareham.
- Benefits: Enjoy flexible working, private health plans, and 24 days annual leave plus bank holidays.
- Why this job: Be part of a supportive team focused on growth and career development in a respected agency.
- Qualifications: GCSEs in Maths and English at Grade C (4) or above; customer service experience is a plus.
- Other info: Full training provided; opportunities for professional qualifications and career progression.
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.
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. Since NFU Mutual values career progression, express your eagerness to learn and take on new challenges within the company.
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. Emphasise your ability to communicate effectively, problem-solving skills, and any previous roles that involved handling claims or working under pressure.
Craft a Compelling Cover Letter: In your cover letter, express your enthusiasm for the role and the company. Mention specific reasons why you want to work for NFU Mutual and how your personal qualities align with their values, particularly in providing exceptional customer service.
Highlight Relevant Qualifications: Clearly state your qualifications, especially your Maths and English GCSEs (or equivalents). If you have any additional certifications or training related to customer service or insurance, be sure to include those as well.
Showcase Your IT Skills: Since good IT skills are essential for this role, mention your proficiency in Outlook, Word, and Excel. Provide examples of how you've used these tools in previous jobs to enhance your application.
How to prepare for a job interview at NFU Mutual
✨Showcase Your Communication Skills
As a Customer Service & Claims Advisor, effective communication is key. Be prepared to demonstrate your ability to communicate clearly and confidently, both verbally and in writing. Use examples from your past experiences where you successfully resolved customer issues or provided exceptional service.
✨Familiarise Yourself with NFU Mutual Products
Before the interview, take some time to research NFU Mutual's insurance products. Understanding their offerings will not only show your interest in the role but also help you answer questions more effectively. Highlight any relevant knowledge during the interview to impress your interviewers.
✨Demonstrate Problem-Solving Abilities
The role requires strong problem-solving skills. Prepare to discuss specific situations where you identified a problem and took initiative to resolve it. This could be through examples of handling customer complaints or finding solutions to complex queries.
✨Emphasise Your Organisational Skills
Being highly organised is crucial for this position. Share examples of how you manage your time and prioritise tasks effectively, especially in a busy environment. Mention any tools or methods you use to stay organised, as this will resonate well with the interviewers.
