Senior Customer Service Representative
1. Provide outstanding customer service to our Financial Services customers
2. An outstanding opportunity to achieve your full potential, with full training and mentoring within a supportive and specialist team
3. This is an office-based role, working Monday – Friday, 9am – 5pm with the potential for hybrid working in the future
About the role
Our Financial Services team is seeking a Senior Customer Service Representative to join them on a permanent basis. As a Senior Customer Service Representative, you’ll be the first point of contact for customers with financial services products such as pensions, savings, and investments.
You’ll take calls and respond to emails, supporting third party representatives and customers through some of life’s most significant moments—from setting up withdrawals to updating details after a bereavement. The role involves interpreting figures and policy details, completing documentation accurately, and liaising with specialist teams where needed.
Working within a supportive, close-knit team, you’ll play a key part in delivering a genuinely personal service that reflects NFU Mutual’s values. You'll also help ensure compliance and customer protection by completing fraud checks, bank verifications, and complaint logging.
This isn’t a call centre, and you won’t ever be asked to follow a script when supporting our customers; instead, once fully trained, you’ll listen actively to our customers’ needs and draw on your knowledge to support them to a high standard. With the volume and complexity of calls increasing, your ability to listen, empathise and act decisively will be essential.
Initially, you’ll be fully office-based role due to the depth of training and collaborative nature of the team. Once trained and confident, you’ll have the option to work 60% of your working hours from the Head Office in Tiddington, 40% from home.
About you
You’ll bring proven customer service experience—whether over the phone, face-to-face or both—and 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 till systems, you’re able to pick up processes quickly. Previous work experience within a Financial Services organisation, or knowledge of financial products (ISA's, Savings, investments, bonds, pensions, etc.) 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. A confident and effective communicator, both verbally and through written mediums
6. Able to adapt to different challenges that come your way
7. Confident when interpreting and communicating financial information to customers
8. Precise in your work, ensuring high levels of attention to detail at all times.
9. 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:
10. Salary of £30,987
11. Annual bonus (up to 10% of salary)
12. Contributory pension scheme, up to 20%, including your 8% contribution
13. 25 days annual leave + bank holidays + buy/sell/save holiday trading scheme
14. A Family Friendly policy that helps you balance your work and family responsibilities
15. Access to savings at High Street brands, travel and supermarkets
16. £20 contribution to a monthly gym membership – subject to T&Cs
17. Health and wellbeing plan - cashback for dentist, opticians, physio and more
18. Access to voluntary benefits, including health assessments, private medical insurance and dental insurance
19. Employee Volunteering - volunteer in the community for one day each year
20. Unlimited access to Refer a Friend £500 bonus scheme
21. Life Assurance cover of 4 x salary
22. Employee discounts of 15% on a range of NFU Mutual insurance policies.
23. 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.