Customer Support Representative – 6-month FTC Hands on, varied work with clear impact on customer outcomes and service quality 6-month fixed term contract 100% office based at Head Office, Stratford-Upon-Avon About the roleDue to an internal move, we’re seeking a Customer Support Representative to join the Financial Services team on a 6 month contract. You’ll play a vital part in delivering a high quality support service for our Insurance and Financial Services customers. Working as part of a collaborative, busy office based team, you’ll help ensure customers receive the right information at the right time, contributing directly to positive customer outcomes and the smooth running of wider financial services operations.As Customer Support Representative, you’ll provide operational and administrative support focused on the accurate handling and dispatch of customer documentation. This includes processing fluctuating volumes of incoming post, scanning and uploading documents to internal systems, and ensuring correspondence is routed promptly to the correct internal teams. You'll be responsible for preparing, checking, and dispatching outbound documentation to a high standard, ensuring accuracy, clarity of language, and compliance with internal quality and regulatory requirements.You'll regularly use internal IT systems and Excel to review, sort, filter, and match data (for example, checking documents or policy details against spreadsheets), investigate discrepancies, and resolve missing or incomplete information. The role also involves banking and processing cheques, supporting policy lapses and cancellations, and carrying out quality checks to prevent errors reaching customers. Attention to detail is critical, as inaccuracies in documentation can directly impact customer experience and complaints handling. This role does not involve direct contact with external customers; however, you will communicate with internal stakeholders across the business, through Teams messages, emails, and over the phone. This administrative role is fast‑paced with peaks and troughs across the month, requires flexibility to switch between tasks, and is 100% office‑based due to the nature of the work.About youYou thrive in a process driven environment and take pride in doing the right thing, every time. You’re comfortable juggling different tasks and systems, and you bring a calm, thoughtful approach to your work, even when things change or volumes increase. You like understanding the detail, spotting issues early, and working with others to put things right to ensure a positive customer experience. To be successful in this role, you’ll be able to demonstrate the following skills: Ability to use Excel for filtering and sorting data – essential Confidence using IT systems, such as customer databases, CRMs, or till‑based systems, with the ability to navigate multiple screens and pick up new tools - Essential A customer‑focused mindset, keeping the end customer and impact your work is having in mind every step of the way Strong attention to detail, with the ability to review information carefully and investigate complaints or expressions of dissatisfaction Clear written and verbal communication skills, including the ability to sense‑check documents and explain information in a straightforward way A positive approach to teamwork and accountability, taking ownership of your work while adapting to changing priorities Experience using tools such as scanning and printing equipment or working across several systems at once would be desirable, but training and support will be provided where needed. 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 RewardsWhen you join our team, you can expect a supportive culture and an attractive range of rewards and benefits including: Salary £24989 Annual bonus (up to 10% of salary) 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. Salary sacrifice employee car scheme - subject to eligibility Working at NFU MutualWe’re one of the UK’s leading general insurance and financial services organisations, and for over 110 years we’ve put our customers at the heart of everything we do. Our people are just as important to us, so we’re proud to be recognised as “a great place to work”. Our Gallup Exceptional Workplace 2025 award was not only awarded with Distinction, but it also marked us as the first UK based company to earn a Gallup Exceptional Workplace award for ten consecutive years. We’ve also been consistently recognised by Glassdoor. We appeared in the Glassdoor Best Places to Work UK list in 2023, 2024 and 2026 — and in 2026, we were the highest ranked insurance business in the UK, highlighting our strong employee experience and the positive feedback our people share on the platform. Additionally, we were named in the LinkedIn Top 15 Companies 2025 list of “Best midsize employers to grow your career in the UK”, and we’ve been certified as a UK Top Employer by the Top Employers Institute in 2023, 2024, 2025 and 2026. We offer a supportive and empowering culture where people are inspired to perform, given opportunities to grow, and recognised and rewarded for 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’re successful now and in the future.