Customer Engagement Co-ordinator
1. Connect our customers to our experts and make an impact to our Financial Services team
2. Join a supportive team with opportunities to develop your career
3. Hybrid role: 1 to 2 days working office-based in Stratford-Upon-Avon, work the rest of your hours from home
About the role
We have two opportunities in our Financial Services Sales team. As a Customer Engagement Coordinator, you’ll play a key part in supporting our Non-Advised Sales Consultants and Financial Advisers by generating appointments and leads from both inbound and outbound customer conversations. You’ll manage departmental mailboxes, arrange customer appointments, and provide vital administrative support to ensure a professional, compliant, and cost-effective sales service.
Your day-to-day will be varied: from handling incoming and outgoing post, maintaining accurate records in our database, to supporting the team with internal reporting and sales support tasks. You’ll also develop effective relationships with Sales Managers, Advisers, and Agents to enhance the quality of leads and contribute to the ongoing development of our Financial Services proposition.
This is a nine-month fixed-term opportunity, to support within an increased workload within the team.
This role is based in our Tiddington Head Office, just outside Stratford-Upon-Avon, typically one to two days per week in the office, with more during initial training or as business needs require. However, we understand how important a positive work-life balance is to you, so we offer great facilities when you want to be in an office environment and support to work some of your hours from home. To help you give your best in the office and at home, we’re also open to discussing what part-time hours might look like for you.
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”. Further information can be found in the .
This role is known internally as Financial Services Lead Generator
About you
You’ll bring proven customer service experience - whether you’ve supported customers or stakeholders over the phone, face-to-face or both (essential). You may have gained this experience through voluntary roles or work experience; what's most important is that you have a genuine passion for helping people. You’re confident in your ability to use systems and databases; whether you’ve got experience of using a CRM system or Microsoft Office based applications, you’re able to pick up processes quickly. Previous work experience within a Financial Services organisation would give you a great head-start, but if you don’t have this knowledge, we’ll be able to give you all the training you need to succeed.
To join the team, you’ll be:
4. Empathetic, able to handle emotive conversations confidently
5. Confident when interpreting and communicating financial information to customers - Essential
6. Process-driven, experienced with following procedures and policies closely
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 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.
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:
7. Salary between £24,037 - £25,000
8. Annual bonus (up to 10% of salary)
9. Contributory pension scheme, up to 20%, including your 8% contribution
10. 25 days annual leave + bank holidays + buy/sell/save holiday trading scheme
11. A Family Friendly policy that helps you balance your work and family responsibilities
12. Access to savings at High Street brands, travel and supermarkets
13. £20 contribution to a monthly gym membership – subject to T&Cs
14. Health and wellbeing plan - cashback for dentist, opticians, physio and more
15. Access to voluntary benefits, including health assessments, private medical insurance and dental insurance
16. Employee Volunteering - volunteer in the community for one day each year
17. Unlimited access to Refer a Friend £500 bonus scheme
18. Life Assurance cover of 4 x salary
19. Employee discounts of 15% on a range of NFU Mutual insurance policies.
20. Salary sacrifice employee car scheme - subject to eligibility
Working at NFU Mutual
We’re one of the UK’s leading general insurance and financial services companies. For over 110 years we’ve put our customers at the heart of everything we do. Our people are just as important to us.
We pride ourselves on being “a great place to work” and our Gallup Exceptional Workplace 2025 award was not only awarded with Distinction but also named us as the first UK-based company to receive a Gallup Exceptional Workplace for ten years in a row. We are also the only Insurer to feature in the LinkedIn Top 15 Companies 2025 list of ‘Best midsize employers to grow your career in the UK’, 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, 2024 and 2025.
We offer a supportive culture where we empower and inspire our people to perform, offer them opportunities to grow, and recognise and reward their contribution. Our people are proud to work for a company that respects them and their communities, and they trust us to be financially sustainable, so we are successful now and in the future.