Customer Service Property Claims Handler

• 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 training period. You\’ll also have the chance to extend your contractual hours up to 40 per week, with condensed working hours optional following probation.
• Salary: Up to £26,000 depending on experience + up to 10% annual bonus

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.

Recruitment process: Our recruitment process consists of a few simple steps: an online application form, a friendly introduction call with a member of our Talent Acquisition team, and a skills-focused interview at our Bristol office. Interviews will be held in week commencing 18th August.

This vacancy may close early depending on application volumes, so we recommend getting your application in as soon as possible!

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.

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.
• Comfort in a fast-paced environment – You stay calm under pressure and enjoy the variety that comes with a busy, ever-changing day.
• 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

When you join our team, you can expect a supportive culture and an attractive range of rewards and benefits including:

• Salary up to £26,000 per annum
• 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.

Working at NFU Mutual

We’re one of the UK’s leading general insurance and financial services companies. For over 110 years we’ve put our customers at the heart of everything we do. Our people are just as important to us.

We pride ourselves on being “a great place to work” and our Gallup Exceptional Workplace 2025 award was not only awarded with Distinction but also named us as the first UK-based company to receive a Gallup Exceptional Workplace for ten years in a row. We are also the only Insurer to feature in the LinkedIn Top 15 Companies 2025 list of ‘Best midsize employers to grow your career in the UK’, the Glassdoor Best Places to Work UK List 2023 and 2024, and were recognised as a certified UK Top Employer by the Top Employers Institute in 2023, 2024 and 2025.

We offer a supportive culture where we empower and inspire our people to perform, offer them opportunities to grow, and recognise and reward 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 are successful now and in the future.

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