The role
Customer Services Advisor
Circa £24,000-£28,000 per annum (dependant on experience)
Full Time/Part Time
Permanent Contract
Location: NFU Mutual Derbyshire Peaks Offices in Ashbourne, Bakewell, Chapel-en-le-Frith.
Days: Monday to Friday, 9am-5pm
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.
About the Agency
As a local agency of NFU Mutual we deliver a first-class service, and sell their product range across our region, to customers old and new, who are at the core of everything we do. We are a business where honesty, integrity, and trust are at the heart of our values. We champion the personal approach to customer service that NFU Mutual are famous for.
About the Role
We are a small, friendly and professional local office looking for our next Customer Services Advisor. In this role you will be working with our Derbyshire Peaks Insurance customers, you’ll provide outstanding customer service whilst ensuring you adhere to our compliance and regulatory requirements.
We’re a team that puts our customers at the heart of everything we do. It’s what we’ve built our reputation on and as a Customer Service Representative you’ll focus on bringing your personality to the role and building relationships with our existing customers. We’re all about warm personalities, quality conversations and a customer-first attitude.
As part of our thriving and vibrant team, you’ll handle and respond to customer queries or complaints via telephone, email and in writing ensuring you provide clear, concise, and transparent information about our policies, products, and processes to ensure customer satisfaction whilst maximising retention. We’ll provide everything you need to develop your knowledge and skills to ensure you can provide a first-class service to our customers.
In addition to this, your day-to-day tasks will include processing and manage accounting transactions, including premium collection, policy cancellation refunds and non-payment of premiums to meet customer service standards and maintain profitability.
About You
You’ll have a genuine passion for delivering excellent customer service. Whether you’re starting your career in insurance or want to take your next step within the industry.
Communication is an important part of your role here and so you must have a natural ability when it comes to building rapport with customers. To join our team, you’ll also have:
• Previous experience working within Customer Service (ideally within a telephone-based role).
• Strong IT skills as you will be required to navigate multiple IT systems and CRM databases.
• Excellent organisation skills, with a strong attention to detail.
• A proactive mindset to find the best solutions for customers.
• Any insurance experience would be welcomed but isn’t essential as we’ll provide excellent training and ongoing support.
We are open to applications from people who may need more flex in their working hours, so if you need part time to work around school hours, we encourage you to apply. This will be discussed at the interview.
Benefits
When you join our team, you can expect a supportive culture and an attractive range of rewards and benefits including:
• Salary up to £24,000 to £28,000 dependent upon experience.
• 25 days annual leave + bank holidays + 2 employer discretionary days at Christmas.
• 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 discounts on a range of NFU Mutual insurance policies.
Please apply in writing with CV and covering letter to Ben_Hiles@nfumutual.co.uk
If your application for employment is unsuccessful, the Company will hold your data on file for six months after the end of the relevant recruitment process. If you agree to allow the Company to keep your personal data on file, the Company will hold your data on file for a further time period 6 months for consideration for future employment opportunities. At the end of that period your data is deleted or destroyed.
Closing date for all applications: 5pm on 17th February 2026.
Please note you will be employed by an Agent of NFU Mutual and not NFU Mutual directly.