Customer Contact Centre

Our Customer Sales people answer inbound calls from customers who want a quote for home or motor insurance. Talking to them like a real person, you’ll take the time to explore their needs, what they want from their insurance, and then take them through some key questions. Then you can talk to them about their options and show them why we’re right for them.

It’s never about getting through calls quickly here. We want people who’ll take the time – and make the effort – to really understand what the customer needs and find the right insurance cover for them. And we want you to bring your personality to every conversation. Because when a customer hears that you care, well, it makes all the difference.

Join us in Customer Services, and you’ll answer inbound general queries from customers who already have their home or motor insurance with us. Now, because you don’t to stick to a script, you’re able to have a proper conversation with the customer, doing everything you can to help them.

Yes, we’d also like you to tell customers about any of our other products that may be beneficial to them, like life assurance, for example. But there are no sales targets to hit, no number of calls you have to get through. We want you to focus your time on doing the best you can for the customer you’re talking to. And that makes your work more interesting, more personal and a lot less robotic and repetitive.

A calm, reassuring, helpful voice when a customer needs it most. Here in our team, we’re on hand to help customers who’ve had an incident involving their motor vehicle or farm machinery. They’ll come straight through to us and we’ll immediately arrange any necessary emergency assistance and confirm cover under their policy. If customers have been involved in an accident or suffered a theft its important they feel supported and understand the next steps and how we will help them. On occasions our Agents will be involved so we will support them in delivering the tailored service for the individual customer.

We’ll set up a new claim promptly and professionally, and make sure that the customer or agent knows exactly what is going to happen and when. As well as delivering a first-class service to customers in their time of need, we have a big impact on claims cost by promoting our Motor Network Repair Service – our approved list of repairers and identifying potential fraudulent claims.

Here in Third Party Assist, we contact non-fault third party claimants to understand their needs and offer our services to settle their claim. This can include the use of our approved Network of Repairers. As well as promoting NFU Mutual by delivering the exceptional level of service we’re known for, we also discuss liability decisions.

We also help to make significant savings in Third Party Claims costs, by avoiding third party claimants from using expensive hire providers. We also have a big impact in areas such as injury claims, as we refer third parties into a rehabilitation facility. This helps to quickly reduce the extent of the injury and support a speedy recovery.

If our Customer Service and Sales people are the face and voice of NFU Mutual, our Operations team is the strong beating heart that keeps everything going, and helps to makes us such a great place to work. Supporting Mutual Direct and our two Centres of Excellence, Operations is made up of several key functions, including Admin/Finance, Internal Communications, Training and Service Delivery.

So from making sure that our people are receiving the very best induction and product training, to keeping a close eye on call volumes and schedules, to answering any day-to-day HR queries, Operations is working away to make sure that our four contact centres - and everyone who works in them - are able to focus their time and energy on delivering our award-winning levels of customer service.

As one of our skilled frontline claims handlers in York, Bristol or Belfast, you’ll support customers from all over the UK when they need us the most at their time of loss. Our customers are all individuals, and when something goes wrong, they have individual needs. You’ll work closely with our suppliers and our Agency Network to ensure these needs are met each and every time. In Claims we’ll give you plenty of training and support, so that you can confidently progress and settle claims, with an eye on managing costs effectively, whilst also delivering a market leading claims experience.