Job details

Customer Service Advisor

Region: Wales

Location: Cardiff

Contract type: Permanent

Reference number: SADI01859

Working pattern: Full-time

Closing date: 25th February 2022

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About the role


Customer Service Advisor – Mutual Direct

  • Salary banding up to 21K with a monthly bonus up to 25% (circa £4500 per annum)

  •  35 hour working week + 50% home-working option after probation

  •  Winner of "Best Home Working Programme" at The Welsh Contact Centre Awards 2021

As a Customer Service Advisor in our Cardiff office, you’ll be part of a 75-strong Mutual Direct team who deliver the best possible service to our customers, whether they need to discuss their home, motor or equine policy renewal, have a general enquiry or need additional insurance options.

We’re offering you a 35-hour working week with shift patterns running from Monday to Friday between 8am - 8pm and rotational Saturday shifts from 9am-12:30pm. This gives you one full day off during the week and every Sunday off. We also offer a hybrid working model which means that once you’re up to speed you can work from the comfort of your own home for up to 50% of the time.

We’re an award-winning team that puts our customers at the heart of everything we do. We're proud to have built an enviable reputation for exceptional member loyalty, which is why 9 out of 10 customers renew with us each year. We’re less focused on call-length targets, sales scripts and unsociable shift patterns. And more interested in you bringing your personality to the role, engaging with customers and providing the support they’re looking for, when they’re looking for it. We’re all about warm personalities, quality conversations and a customer-first attitude.

To help you become the best you can be, we provide an extensive in-house training programme designed to give you all you need to speak confidently over the phone about our products and what we can provide. And when the training is complete, we’ll provide a supportive learning environment so you can confidently start your Customer Service Advisor journey. Your line manager will also support you to build a personal development plan which you can expect to have conversations about all year round.

You’ll be joining a close-knit team in a modern office in Cardiff bay with everything you need, including plenty of free on-site parking. We’re also a team that enjoys group social activities as much as we enjoy helping our local communities and charity organisations.

We’re committed to protecting your health and wellbeing during our recruitment process, so all our interviews are currently being held virtually via Microsoft Teams.

This role falls under the Insurance Distribution Directive. This means there is a requirement for Continuous Professional Development in role, in addition to ongoing screening checks once in post.

About you

This role is never about getting through calls quickly, but you’ll bring an approachable style to customer conversations that enables you to effortlessly handle retention calls and proactively identify new insurance opportunities.

Patient and reassuring, you always go at the customers’ pace, making them feel comfortable whether you’re discussing a policy renewal, answering general queries, or looking at additional insurance options.

You don't need to have worked in an insurance or financial services business before, if you have, then great. To join our team, you’ll ideally:

  •  Feel comfortable working in a targeted environment within a regulated environment.

  •  Proactively identify opportunities for cross-sells, up-sells and lead generation.

  •  Have worked in a customer-facing role, such as in a retail or hospitality environment

  •  Hold a minimum of 5 GCSEs A-C or equivalent including Maths and English.

Benefits and Rewards

When you join our team, you can expect a supportive culture and an attractive range of rewards and benefits including:

  •  Up to £21k + up to £4,500 bonus (paid in monthly instalments)

  •  Annual pay review

  • 25 days annual leave + bank holidays + buy more holidays if you love to travel

  •  Health and Wellbeing plan - cashback for dentist, opticians, physio and more

  • Employee Assistance Programme

  •  Contributory pension scheme, up to 20%, including your 8% contribution

  • £20 contribution to a monthly gym membership – subject to terms

  •  Access to savings at High Street brands

  • Unlimited access to £500 Refer a Friend bonus scheme

  • Employee discounts on a range of NFU Mutual Insurance products.

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 are one of only 39 companies across the globe, and the only organisation with headquarters in the UK, to receive a Gallop Exceptional Workplace 2021 award. We were also named in the LinkedIn Top 25 Companies List 2021.
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. 

Apply now


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Global Reach
Celtic Gateway Business Park
Cardiff Bay
CF11 0JR

Visit the Cardiff office

Vacancy managed by

Greg Statham

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About NFU Mutual

We are a leading provider of General Insurance and Financial Services. From our strong farming roots we’ve grown to become a UK-wide organisation, turning over £1billion annually. Yet success hasn’t gone to our heads. We’re proud to remain completely customer focused, down-to-earth and committed to the rural communities we’ve grown from.

Our ethos - of trust, respect and personal service - lies at the heart of all we do and has seen us build an enviable reputation for exceptional member loyalty. Though we’ve been in business for over 110 years, we have big ambitions for the future. And that’s why we’re looking for talented people to join our growing organisation. Talented people like you.