Job details

Customer Service Representative

Region: North West

Location: Skelmersdale

Job reference: ANEE01306

Closing date: 31st May 2024

The Role

Customer Service Representative

Salary starting from £20,000 (dependant on experience)
Full Time position
Permanent Contract
Location: NFU Mutual South West Lancashire, 3C Maple Court, White Moss Business Park, Skelmersdale, WN8 9TW
Hours: Monday to Friday | 9am to 5pm

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 South West Lancashire Agency.

About the role:

  • Handling customer enquiries received via phone, email and face to face, including product queries, policy alterations and general administration.

  • Providing new quotations and working with the customer to actively close sales.

  • Identifying customer needs across our Farm, Commercial and Personal insurance products to ensure we are fully protecting our customers.

  • Supporting the Partners / Commercial Sales Executives with policy administration, processing transactions and management of their renewal book. Produce Post Call Reports documenting new business and renewal reviews undertaken.

  • Providing exceptional customer service, consistently demonstrating the expert knowledge and advice we are known for.

  • Liaising with underwriters and other key stakeholders regarding customer requirements.

  • Building and maintaining long term relationships with our customers and other stakeholders.

  • Ensure all transactions comply with FCA requirements.

About You

  • Effective relationship management skills, both written and verbal, on the phone and face to face.

  • A desire to learn and undertake training across a variety of products.

  • Attention to detail and organisational skills.

  • Ability to work to strict deadlines within a compliant environment and manage a complex workload.

  • Capable IT user, including Microsoft programs. Quick to adapt to new systems.

  • Hard working and a great team player with a proactive, can-do attitude.

  • Ability to prioritise workload, utilise own initiative and problem solve whilst demonstrating attributes of honesty, integrity, skill, due care and diligence.

  • Insurance experience preferred, but not essential.

  • Full UK driving licence and own vehicle required – the office location has no public transport links.

  • Minimum of 5 GCSEs (or equivalent), including Maths and English, or equivalent experience.

Our commitment to you

  • Full product and systems training provided.

  • Combination of eLearning and buddy support.

  • Supportive team for ongoing learning and development.

  • Opportunity to undertake CII qualifications.

  • Progression opportunities within the business across personal and commercial product lines, and/or claims management.


  • Pension

  • 33 days annual holiday, including bank holidays.

  • Option to work from home one day per week, when fully competent.

  • Free, onsite car parking.

Please apply in writing with CV and covering letter to:
Sarah Woods, Agency Manager.
01695 51177

Please note, candidate data, including personal details, application forms, CVs and interview notes will be retained on file for 12 months after the candidate is notified of the outcome of the recruitment exercise. For successful candidates, the data will transfer to their personnel file.

Closing date for all applications: 31st May 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.