£24,139 + up to £6,000 bonus (paid monthly) + benefits package
- Multiple full-time positions available in our expanding team.
- Embark on your career journey with comprehensive training opportunities to set you up for success.
- Up to 80% homeworking options available within 4-6 months of starting - you'll have a blend of home and office working during your induction and training.
Working Hours: The role offers a rotational shift pattern between 08:00 and 20:00 Monday - Friday and 09:00 - 12:30 Saturday (you're likely to work around 4 in every 8 Saturdays) and you'll work 37.5 hours each week. Upon successful completion of your probation, you'll have the opportunity to increase your contract to 40 hours, taking your annual salary to £25,748 and your annual bonus potential to £6,400.
Start Dates: Are either 16th September or 30th September. You'll need to be able to commit to full-time hours during training, and so will not be able to join this cohort if you have annual leave planned within 6 weeks of the start date (with the exception of the odd day).
About the role
Due to an exciting transformational programme underway, we're now recruiting Customer Service Advisors for our Mutual Direct Department. Whether you're in our Sales team handling new customer sales enquiries, or our Service team managing existing customers' renewal and policy adjustment enquiries, you'll play a key role in delivering top-notch support for our customers across Motor, Property, and Pet& Equine insurance.
At NFU Mutual, we value your authenticity and personal style. Forget about rigid scripts; we focus on genuine conversations, ensuring each customer feels supported and heard by asking the right questions to ensure we offer the best solutions. You'll manage around 20 calls a day, striking the perfect balance between efficiency and personalised service.
When it comes to Sales, our approach isn't about hard selling; it's about quality interactions that naturally lead to sales - no cold calls, just meaningful connections. Both teams do have targets for you to work towards, but they're achievable and are approached through a focus on quality rather than quantity.
We pride ourselves on our people. That's why we offer a comprehensive 4-6-week training programme and dedicate 10% of your weekly time to your professional development. Our focus is on continuous growth and upskilling.
Our office is conveniently located just a 2-minute walk from Glasgow Central station, with great amenities nearby, including shopping, coffee shops, bars, restaurants, and gyms.
This role falls under Insurance Distribution Directive requirements, and as a result, role holders will be required to demonstrate ongoing Continuous Professional Development in role, along with undergoing regular re-screening to show that they are of "Good Repute".
About you
You'll have recent experience delivering excellent customer service, whether that be in a contact centre, in retail, or in hospitality. You're a keen learner with a self-motivated drive to expand your skills, embracing challenges with enthusiasm and a growth mindset. No insurance experience? No problem - we'll provide all the training and support you need!
Effective communication is key in this role, so it's important that you have a natural talent for building rapport with customers. You'll also:
- Have the ability to navigate various systems and seamlessly multi-task in a fast-paced environment.
- Be comfortable and motivated when working towards targets.
- Have a positive attitude and strong work ethic.
- Thrive in ambiguous situations, responding with creativity and empathy rather than relying on scripted responses.
- Have a great attention to detail coupled with the ability to actively listen and ask follow-up questions to find the best solutions for our customers.
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'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 - £24,139 per annum
- Annual bonus up to £6,000 once your training is complete (paid monthly)
- 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. We pride ourselves on being "a great place to work" and we're one of only 60 companies across the globe to receive a Gallup Exceptional Workplace 2024 award, and one of only 2 companies to receive the award for the ninth consecutive year. We were also named in the LinkedIn Top 25 Companies List 2021, 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 and 2024.