Customer Service Adviser
1. Join a friendly and supportive team
2. Insurance role with full training, development and progression opportunities
3. Hybrid role with up to 60% homeworking and 40% in Stratford-upon-Avon (Tiddington) after successful completion of training
About the role
We currently have an opportunity to join a friendly and supportive team of ten, within FS Operatives, Customer Services. This is a permanent position which has arisen due to a retirement within the team.
In this position, you will be responsible for processing policy, payment and new business documentation across the range of NFU Mutual Life Products. Your main goal is to ensure policies are set up and serviced accurately, adhering to NFU Mutual's standards and relevant regulatory bodies. You will prepare, index, prioritise, and process scanned documentation in line with procedures and Service Level Agreements. Additionally, you will investigate and resolve queries from various teams, third parties, and customers, ensuring compliance with security protocols and legislative requirements. Handling customer complaints, reviewing and testing systems, delivering short-term projects, are also key aspects of this role.
This is a varied and interesting role where you’ll have the opportunity to focus on your own continuous development, gaining expert knowledge within the FS Operations, and learn to work efficiently on our new system.
This role is based in our Tiddington Head Office, just outside Stratford-Upon-Avon. To ensure you’re fully supported during your onboarded, you’ll be 100% office based for the first few months. We understand how important a positive work-life balance is, so to help you give your best, we offer great facilities. Once signed off on your training, you’ll work up to 40% of your hours from home.
About you
You’re someone who thrives in a collaborative environment, bringing strong organisational skills and a keen attention to detail to everything you do. With excellent time management and communication abilities, you’re able to balance multiple priorities while delivering a high standard of service. You enjoy working as part of a team and are confident engaging with customers, whether over the phone or face-to-face.
To join our team, you’ll:
4. Be comfortable using Microsoft 365 and navigating digital tools to support your work
5. Have exemplary attention to detail
6. Be naturally organised, working well across different tasks
If you have experience or an interest in insurance or financial services, that’s a real advantage—but above all, you’re eager to learn and develop.
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 up to £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.