Customer Service Adviser

Customer Service Adviser
 
Salary: Up to £27,500 + Bonus (dependant on experience)
Contract: Full time, Permanent
Location: Redditch
Monday to Friday 8.30am – 5.00pm
 
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.   
 
An exciting opportunity has now arisen within the Bromsgrove & Redditch Agency, based out of our Redditch office (Brockhill Lane, B97 6RB)
 
About the role: 
You will be the first point of contact for customers. On a day-to-day basis you will be dealing with new sales enquiries, existing policy changes and claims, all with a ‘can-do’ proactive enthusiasm. Your cores activities include:

•    Administration duties including preparation of files and reports.
•    Processing and dispatching renewal documentation 
•    Responding to customer enquiries over the telephone. 
•    Supporting customers that visit the office.
•    Identifying and calling prospects to offer NFU Mutual Products and Services. 
•    Acquiring and maintaining a knowledge of NFU Mutual General Insurance products 
•    Reviewing and advising customers on their general insurance requirements 
•    Enabling cross-selling opportunities to new and existing customers 
•    Administering all customer instructions to completion and compliance standards 
•    Producing correspondence to required timeframes and quality standards 
•    Developing and sustaining effective working relationships with customers and relevant staff 
 

You may have already worked in a similar role, have an excellent telephone manner and be willing to go above and beyond to provide a first-class customer experience. You may not have worked in a similar role but feel you have the attributes to adapt to that type of environment. You will enjoy working in a busy team and being proactive to support the growth of the business. You will have:

•    Qualifications: minimum Maths & English GCSE  (or equivalent) at grade C/level 4 or above.
•    Excellent communication and interpersonal skills.
•    A positive, professional and confident manner.
•    Strong attention to detail and organisational skills.
•    The ability to multitask and manage a varied workload.
•    Good IT skills, including Microsoft Office and other business systems.
•    A willingness to learn and develop within the insurance industry.
•    A proactive approach and a strong team ethic
•    Note: office is not serviced by public transport – own transport therefore essential

What we offer: 
•    Competitive with opportunity for progression 
•    Access to performance bonus incentive scheme 
•    Contributory pension scheme 
•    A focus on your professional development, with full training provided. 
•    37.5 hours a week 
•    25 days annual leave plus all UK bank holidays plus Birthday
•    Free Parking 
  
Please apply in writing with CV and covering letter to: mark_birtles2@nfumutual.co.uk

If your application for employment is unsuccessful, the Company will hold your data on file for six months after the end of the relevant recruitment process. If you agree to allow the Company to keep your personal data on file, the Company will hold your data on file for a further time period 6 months for consideration for future employment opportunities. At the end of that period your data is deleted or destroyed.

Closing date for all applications: 23rd October 2026 

Please note you will be employed by an agent of NFU Mutual and not by NFU Mutual directly.