Job details

Customer Service Advisor

Region: South East

Location: Oxted

Job reference: ANEE01396

Closing date: 5th August 2024

The Role

Customer Service Advisor, Oxted (Surrey) Office, NFU Mutual Surrey Agency

• Location – Oxted (Surrey) Office
• £25,000 to £35,000 starting salary depending on experience
• 37.5 hours per week – Monday to Friday 8.30am to 5pm, an hour for lunch
• Permanent contract
• Office based role
• Full time / Part time considered

About the Role
We have an exciting opportunity for a Customer Service Advisor within our Surrey Agency located in our Oxted (Surrey) Office. You will play an important role providing great service to our customers by assisting them with quotes, renewals and mid-term adjustments on motor and home insurance products.

At the core of our approach lies the cultivation of strong relationships and a hunger to help meet all our clients needs. Therefore, in addition to servicing their existing policies, the role includes seeking additional insurance opportunities and introducing financial services (pension, investments & protection) wherever and whenever a customer need is identified.

Customers contact comes via phone, email and walk-ins. The majority is inbound calling but there will be some outbound calling.

You will be part of a team within which collaborative teamwork is essential. Workloads can vary significantly so it is important you are adaptable, flexible and resilient.

About you
Highly motivated self-starter with a positive mentality. You are a team player and have a can-do attitude. You are committed to learning and development and ready for the challenge of being part of a busy team, you will feel you thrive in this type of working environment. Ideally to apply for this role you should:

• Feel you are well aligned to the NFU Mutual brand values
• Enjoy exceeding customer expectations
• Love talking to customers
• Have a positive and proactive attitude
• Have a valid UK driving licence (advantageous)*

(* Whilst this role is based in Oxted, there may be occasions, for example for training, when it would be helpful if you could visit our other office in Godalming in Surrey).

About 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 NFU Mutual Surrey Agency

We are a growing local Agency and want to expand our excellent team. We strive to deliver a first-class service and provide the award winning NFU Mutual product range to our customers. 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. 

Key competencies

• Teamwork
• Customer focus
• Communication
• Decision Making
• Organisation Skills
• Adaptability and Flexibility
• Problem Solving
• Complaint Handling
• Sales and Cross-selling


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

• Salary scale from £25,000 to £35,000 depending on experience
• Pension scheme, 9% contribution including your 5% contribution and 4% employer contribution
• Starting 23 days annual leave increasing by 1 day for every full calendar years service up to a maximum of 28 days plus bank holidays
• Your birthday off
• Up to 5 days buy/sell holiday trading scheme
• Comprehensive on-going training and development
• Unlimited access to Refer a Friend £750 bonus scheme

To apply
Please apply in writing with your CV quoting the reference ‘CSAOX’ to:

Phillip Kirk, Business Manager, NFU Mutual Surrey –

Closing date for all applications: Monday 5th August 2024.


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


How your Agents will support you

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.