Job details

Customer Service & Claims Advisor

Region: South West

Location: Salisbury

Job reference: ANEE01303

Closing date: 19th April 2024

The Role

Customer Service & Claims Advisor - Salisbury

The annual salary for this position is £20,000.00 to £25,000.00

This is a permanent contract for a full-time or part-time position, working between the hours of 09:00 – 17:00, with an hour for lunch, up to 5 days per week.

Location: Wareham

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 Salisbury & Wareham Agency.

About the role:

As a Customer Service & Claims Advisor within our growing team, you will play a key role in the success of an expanding local business, and 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 under pinned 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 branch of the 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 processing of 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
• Working 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

• A confident & effective communicator, with good interpersonal skills both written and verbal
• Possess good IT Skills (particularly Outlook, Word & Excel)
• A problem solver, who can use their own initiative and judgement
• Have a flexible and open attitude and enjoys working as part of a team
• Be highly organised and able to work to deadlines
• No insurance experience necessary but previous office based/telephone based customer service skills would be advantageous
• Analytical, accurate and pay attention to detail
• Someone who is reliable and trustworthy
• A minimum of 5 GCSE’s or equivalent including Maths and English

Our commitment to you:

A place in an established and well-respected business where the growth and progression of our employees is encouraged, supported and achievement is recognised.


• Health & wellbeing plan (currently simply health),
• 24 days holiday allowance (based on full time equivalent allowance) and carry over option,
• Additional day of paid leave to undertake charity activities,
• Additional day(s) of paid leave during the Christmas period and an additional day for your birthday,
• Paid sickness absence,
• Funding of professional exams,
• Flexible finish policy (one-hour early finish one day per month),
• Free parking (for example training and support given, qualifications supported)
• Company pension

Please apply in writing with CV and covering letter to:

We keep the personal information that we obtain about you during the recruitment process for no longer than is necessary for the purposes for which it is processed. How long we keep your information will depend on whether your application is successful, and you become employed by us, the nature of the information concerned and the purposes for which it is processed.

Closing date for all applications: Close of business 19th April 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.