Customer Service Administrator A fast-paced, varied role providing support to our internal and external customers Ideal opportunity for individuals who thrive when working within an SLA driven role 100% office-based at our Head office in Tiddington, Stratford-Upon-Avon About the roleWe’re excited to be seeking two colleagues to join our Finance division. When you join our dynamic Finance Operations team as a key member of the Control Team, you’ll play a vital role in managing customer accounts and supporting the smooth running of our direct debit process. Don’t let the financial terms get in the way – you don’t need any experience or interest in finance to come into this role. In this fast-paced, customer-facing position, you’ll proactively manage and record account activities, handle inbound and outbound calls, and process a variety of account-related documentation—all in line with strict SLAs and regulatory requirements. You’ll be responsible for making informed decisions on customer files, ensuring fair outcomes for our members while minimising financial risk. Your day will involve multitasking across admin tasks, calls, emails, and deadlines, as well as collaborating with colleagues, Shared Services, the Agency network, and other internal stakeholders. You’ll also support the investigation and resolution of customer complaints, contribute to regulated complaint handling, and participate in short-term projects as needed. This role is ideal for someone who thrives in a busy environment, enjoys building relationships, and is committed to delivering high standards of accuracy, compliance, and customer service. This role is known internally as an AR Controls Administrator About youYou’re an experienced customer service professional, and bring experience of working to SLA’s. You’re a proactive, customer-focused person who thrives in a fast-paced environment, able to multitask smoothly when facing interruptions. You bring strong people skills and a passion for delivering excellent service, with the ability to adapt quickly to change and manage competing priorities. Your communication style is clear, empathetic, and effective, allowing you to build strong relationships with both customers and colleagues. We’d love to hear from you if: You excel at stakeholder engagement and relationship-building, demonstrating adaptability and flexibility as you manage changing priorities and processes. Your active listening and clear verbal communication skills ensure you understand and respond to customer needs with empathy and self-awareness. Resilience is one of your strengths, enabling you to work under pressure and handle interruptions while maintaining attention to detail and accuracy in processing documentation. You excel in making decisions when under pressure, and you are comfortable multitasking and managing a varied workload You have experience working with systems or databases, and are familiar with Microsoft Office packages, especially Excel 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 up to £25,000, depending on experience 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 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.