Job details

Senior Customer Service Representative

Region: Midlands

Location: Stratford-upon-Avon

Contract type: Permanent

Reference number: SADI01966

Working pattern: Full-time

Closing date: 2nd September 2022

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Senior Customer Service Representative

  • £27.5k – £29k up to 10% bonus + great benefits

  • 35-hour working week with up to 50% homeworking options available

  • Opportunity to deliver a first class customer service

About the role

This is a fantastic opportunity to join our lively, busy, non-scripted Customer Service Contact Centre, working as part of the Financial Services Operation at NFU Mutual. This customer service role will provide you with high levels of support as well as an excellent training plan from your first day, to help you develop a wide range of knowledge and skills. Ultimately, we want you to be the driving force behind our exceptional levels of customer service.

Day to day you will take responsibility for any technical and administration queries by phone (or in writing) as well as taking inbound calls for our Financial Services Operations; from policyholders, financial advisers, and third parties. You will also be responsible for providing any written documentation to our customers including fund values and policy information.

Joining our Financial Services Operation team, you’ll enjoy a combination of ‘on and off the job training’, consisting of a series of activities designed to give you a real breadth and depth of experience.

About you

We’re looking for people who have customers at the heart of everything they do. People who want to go above and beyond, exceeding people’s expectations. You will be a strong communicator, both on the phone and in writing, as well as someone who thrives on variety and prioritising your own tasks.

You will ideally have previous phone based experience that you can bring to the role, although this is not essential as full training will be provided.

You are also likely to be someone who picks up new tasks easily and used to working in a fast-paced environment, whilst maintaining service levels and accuracy.

Benefits and Rewards

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

  • A competitive salary circa £27,500 - £29,000 per annum

  • Fully funded training and development

  • 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. 


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 Gallup Exceptional Workplace 2022 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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Tiddington Road
CV37 7BJ

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Keith Leung

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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.