The role
Role: Customer Service & Claims Administrator
Hours: Permanent. Ideally full-time (35 hours), however we are open to a minimum of 28 hours, worked across 5 days per week
Location: Office-based role (Fulwood, Preston)
Salary: Starting salary £24,000 (pro rata for part-time hours)
Introduction to NFU Mutual
NFU Mutual offers a wide range of products and services, including general insurance, life, pensions and investments and has been providing quality insurance for its customers, for over 110 years. We carefully balance delivering excellent service to our customers whilst ensuring the business is run effectively. As a mutual, supporting our customers and paying their claims comes first. We are a top ten UK insurance company and the UK's largest rural insurer, with an agency network of over 250 local offices.
We are looking for a professional, friendly and organised Customer Service & Claims Administrator to join our team.
This is a varied and important role that supports both the smooth day-to-day running of one of NFU Mutual's agencies, and our commitment to delivering excellent customer service. You will play a key part in supporting customers through the claims journey, while also carrying out a range of administrative duties that help keep the business operating efficiently and compliantly.
You will work closely with colleagues across the team, handling customer enquiries, progressing claims, and ensuring records, systems and processes are accurately maintained. As claims can often arise at difficult times for customers, this role requires a calm, empathetic and professional approach, alongside strong organisational skills and attention to detail.
You'll be part of a supportive office environment where teamwork, reliability and customer care are at the heart of what we do.
Key Responsibilities
Overall responsibility for:
* Ensuring the efficient and professional delivery of the Agency's renewal despatch process
* Effective control of the customer accounts system including credit management and debt collection
* Managing shared email inboxes, incoming post and outgoing correspondence
* Performing general administrative duties, including maintaining and organising insurance policies, client records and documentation
* Working collaboratively across the administration team, providing cover during absences and busy periods
You will also play an active role in supporting customers through the claims journey, including:
* Providing excellent customer service via telephone, email and face-to-face
* Supporting customers through the insurance claims process with empathy, professionalism and attention to detail
* Handling new claims notifications, gathering key information and ensuring all cases are accurately recorded
* Liaising with regional departments, suppliers and third parties (including loss adjusters where required) to progress claims efficiently
* Following up outstanding information and ensuring claims cases are managed through to resolution
* Maintaining accurate records and updating systems in line with compliance requirements
What We're Looking For
We are looking for someone who is confident speaking with customers and enjoys being part of a team. You will ideally have:
* Strong communication skills and a friendly telephone manner
* High attention to detail and excellent organisational skills
* Confidence working with systems and managing multiple tasks
* A professional and calm approach, particularly when dealing with sensitive situations
* A proactive attitude and willingness to learn
* Previous customer service, claims, or administration experience is preferred
* GCSEs, including Maths and English at minimum grade C/equivalent
Why Join Us?
We offer a supportive and professional working environment where your contribution will be valued. Benefits include:
* 33 days leave per year FTE (25 days annual leave plus bank holidays)
* Training and ongoing learning support
* Career progression within a growing business
* Pension scheme, Life insurance and Employee Assistance Scheme
* No requirement to work weekends, evenings or bank holidays
* Free parking on site
If you are interested, please share your CV and a short covering note to
Closing date: 20/03/2026 - Applications will be reviewed on an ongoing basis; early application is encouraged.
Please note, you will be employed by an Agent of NFU Mutual and not by NFU Mutual directly.