At a Glance
- Tasks: Help customers navigate property claims with empathy and clarity.
- Company: Join NFU Mutual, a top-rated insurer focused on customer satisfaction.
- Benefits: Enjoy a competitive salary, annual bonus, and hybrid working options.
- Other info: Be part of a supportive team with excellent career growth opportunities.
- Why this job: Make a real difference in people's lives during stressful times.
- Qualifications: No insurance experience needed; just bring your people skills and a positive attitude.
The predicted salary is between 24984 - 30536 £ per year.
No insurance experience needed – just bring your people skills and we’ll do the rest, with full training and support from an award-winning insurer that’s ready to invest in you.
Working hours: 35 hour working week, Monday to Friday with no weekend work. Hybrid working – with up to 80% homeworking and 20% in Bristol after a successful 6 month training period. You’ll also have the option to extend or condense your contractual working hours up to 40 per week, with condensed working hours following successful probation, subject to operational requirements.
About the role: If you’re someone who enjoys solving problems, speaking with people and making a difference, this could be a brilliant opportunity to try something new. As a Property Claims Handler in our Bristol office, you’ll be part of a close-knit team helping customers when they need us most – whether it’s storm damage, a burst pipe, or something that’s caused unexpected disruption to their home. At NFU Mutual, we do things differently. As a mutual, we’re owned by our customers rather than shareholders, which means we’re always focused on doing the right thing. We pay out on 98% of claims and look for ways to help our customers, not reasons to say no. It makes the role all the more rewarding as you’ll be helping people move forward during what can be a really stressful time.
You’ll manage property claims from start to finish, using your judgement and empathy to make fair decisions and guide customers through the process. You’ll work closely with NFU Mutual Agents, customers and third parties to gather the right information, keep things moving, and ensure everyone’s kept in the loop. You don’t need to have insurance experience – we’ll give you all the training and support you need, including:
- A structured induction with classroom learning, shadowing and one-to-one support
- Ongoing guidance from your Team Leader and experienced colleagues
- A personal development plan that grows with you
Once you’re up to speed, you’ll enjoy hybrid working – up to 80% from home – and a 35-hour week with no weekend shifts. The team are friendly, down-to‑earth and genuinely supportive – everyone works together towards shared goals and takes real pride in doing a great job for our customers. We regularly get involved in charity and community events too, so there’s a real sense of purpose and belonging.
Day to day, you’ll:
- Speak with customers, NFU Mutual Agents and suppliers to understand what’s happened
- Investigate and assess property claims fairly and thoroughly
- Make confident decisions while keeping empathy and clarity front of mind
- Identify any signs of potential fraud and take appropriate steps
Our Claims team plays a huge role in why 94–96% of our customers choose to stay with us each year. We’ve also been recognised by Which? as a top insurer for customer satisfaction, and the work our Claims Handlers do is right at the heart of that success.
About you: You’ll play a key role in helping our customers when they need us most – handling property claims with care, clarity, and confidence. Whether you’ve worked in insurance before or you’re looking to step into something new, we’ll give you the training and support to thrive. You’ll be confident using IT systems, enjoy working with others, and bring a positive, can‑do attitude to a fast‑paced and varied role. You’ll also demonstrate resilience, staying calm and professional when supporting customers through difficult situations and maintaining a positive approach.
To succeed in this role, you’ll bring a great mix of people skills and practical ability, including:
- Customer focus and empathy – You genuinely care about doing the right thing, with recent experience in a customer‑facing environment where you’ve handled queries, offered support, and guided people through what can often be a stressful time.
- Effective communication and collaboration – You’re clear and confident when speaking or writing, and work well with others to share ideas, solve problems and support shared goals.
- Problem solving and adaptability – You can think on your feet, adapt to changing situations, and find practical, fair solutions – even when things get a little unpredictable.
- Time management, organisation and prioritisation – You’re able to stay on top of a busy workload, knowing what to focus on and when, without losing sight of the detail.
- Multi‑tasking in a fast‑paced environment – You stay calm under pressure and enjoy the variety that comes with a busy, ever‑changing day. You’re comfortable switching between different tasks throughout the day while maintaining a high standard of work.
- Eagerness to learn and technical confidence – You’re quick to pick up new systems (like Microsoft Office) and keen to grow your skills – and if you’ve got claims or insurance experience already, even better.
At NFU Mutual, we support an inclusive workplace and value all the differences that make us unique. We celebrate the creativity and innovation that comes from diverse perspectives and experiences and share a common vision of doing the right thing for our customers and employees.
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.
We’re proud to be a Disability Confident Employer, a Race at Work and Women in Finance Charter signatory and welcome applications from people of all backgrounds, regardless of age, ethnicity, disability, neurodiversity, gender, religion, marital status, sexual orientation, or socioeconomic background.
Benefits and Rewards:
- Salary up to £26,500 depending on experience
- Annual bonus (up to 10% of salary)
- Contributory pension scheme, up to 20%, including your 8% contribution
- 25 days annual leave + bank holidays + buy/sell/save holiday trading scheme
- A Family Friendly policy that helps you balance your work and family responsibilities
- Access to savings at High Street brands, travel and supermarkets
- £20 contribution to a monthly gym membership – subject to T&Cs
- Health and wellbeing plan- cashback for dentist, opticians, physio and more
- Access to voluntary benefits, including health assessments, private medical insurance and dental insurance
- Employee Volunteering - volunteer in the community for one day each year
- Unlimited access to Refer a Friend £500 bonus scheme
- Life Assurance cover of 4 x salary
- Employee discounts of 15% on a range of NFU Mutual insurance policies.
- Salary sacrifice employee car scheme - subject to eligibility
Working at NFU Mutual: We’re one of the UK’s leading general insurance and financial services organisations, and for over 110 years we’ve put our customers at the heart of everything we do. Our people are just as important to us, so we’re proud to be recognised as “a great place to work”. Our Gallup Exceptional Workplace 2026 award was not only awarded with Distinction, but it also marked us as the first UK based company to earn a Gallup Exceptional Workplace award for eleven consecutive years. We’ve been consistently recognised by Glassdoor. We appeared in the Glassdoor Best Places to Work UK list in 2023, 2024 and 2026 — and in 2026, we were the highest ranked insurance business in the UK, highlighting our strong employee experience and the positive feedback our people share on the platform. Additionally, we were named in the LinkedIn Top Companies 2026 list of “Best midsize employers to grow your career in the UK”, and we’ve been certified as a UK Top Employer by the Top Employers Institute in 2023, 2024, 2025 and 2026.
We offer a supportive and empowering culture where people are inspired to perform, given opportunities to grow, and recognised and rewarded for their contribution. Our people are proud to work for a company that respects them and their communities, and they trust us to be financially sustainable—so we’re successful now and in the future.
Customer Service Claims Handler 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 Customer Service Claims Handler
✨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 Customer Service Claims Handler
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.
