Customer Service Administrator

NFU Mutual; Stratford-upon-Avon; On-site; GBP 25,000; Full time

Job summary

NFU Mutual seeks Customer Service Administrators to support their Financial Services Operations. The role involves assisting customers with claims and payments, delivering high-quality service, and requires no prior financial services experience. A supportive environment with extensive training ensures your success in this meaningful career opportunity.

Benefits

Annual bonus (up to 10% of salary)

25 days annual leave + bank holidays

Contributory pension scheme up to 20%

Health and wellbeing plan

Employee discounts of 15% on insurance policies

Qualifications

• Experience in office, retail, hospitality or customer-facing environment.
• Strong numeracy and confidence in communication.
• Ability to build rapport and deliver high-quality work.

Responsibilities

• Guiding customers through claims and processing payments.
• Managing personal queue of cases to ensure timely responses.
• Establishing long-term relationships with customers.

Skills

Attention to Detail

Effective Communication

Confidence with Numbers

Customer-First Approach

Education

Experience in a customer service environment

Tools

Microsoft Office

Job description

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Talent Acquisition Specialist - NFU Mutual

• Opportunity to join a supportive team, to grow and develop your career
• Full-time in the office for the first 6 months to ensure you’re fully onboarded and inducted in the role

About the role

At NFU Mutual, our people and the service they deliver are at the heart of everything we do. We’re recruiting four Customer Service Administrators, known internally as Customer Service Advisers, to join our Financial Services Operations in Tiddington, supporting either Life Claims or Pension & Investment Payments.

In these roles, you’ll play a key part in helping our customers every day—whether that’s compassionately guiding families through bereavement claims, setting up pension or investment payments, issuing policy documents, or liaising with Independent Financial Advisers. You’ll manage a personal queue of cases, responding to calls and correspondence within agreed service levels.

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 Adviser, you’ll ensure we continue to deliver this outstanding service, bringing your personality to the role and establishing long-term, effective relationships with our customers. We’re all about warm personalities, quality conversations and a customer-first attitude.

We’ll equip you with full, in-depth training—covering our systems, products lines, and detailed processes along with ongoing development and peer support. You’ll be office-based during an initial training period of around six months, after which you’ll benefit from up to 60% flexible working from home as you settle into your role.

There’s no need for prior financial services experience—if you’re emotionally resilient, numerate, confident on the phone, and have a talent for clear writing, you’ll thrive here. You’ll be joining a collaborative, supportive team that’s dedicated to helping you grow from day one.

About you

You’re someone who takes pride in attention to detail, putting the customer experience at the forefront, and delivers high-quality work. Whether you’ve gained experience in an office, retail, hospitality, or another customer-facing environment, what matters most is your positive attitude, willingness to learn and ability to build rapport with others.

You’ll bring confidence using IT systems, particularly Microsoft Office, along with strong written communication skills. You’re able to demonstrate your strong numeracy skills and are confident to be assessed on your maths skills at interview to ensure you’re set up for success. You’re eager and confident to pick up the phone, comfortable making outbound calls to customers, showing empathy and professionalism, especially when dealing with sensitive topics like bereavement.

Organisation comes naturally to you. You can manage your time effectively, work through daily tasks to meet agreed service levels, and adapt quickly when priorities shift. You enjoy being part of a team, value collaboration, and are open to learning new processes across the division as you grow in the role.

• Confidence with numbers – assessed at interview
• Effective communicator, both verbally and in writing
• Attention to detail and the ability to prioritise work effectively
• A flexible mindset and willingness to develop across multiple systems and processes
• A customer-first approach and a calm, caring telephone manner
• Experience in a customer service environment – whether face-to-face or over the phone

We’ll provide all the training and support you need. In return, we’re looking for people who are ready to make the most of a meaningful career opportunity and who are committed to doing the right thing for our customers.

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:

• Salary £24,537
• 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 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.

Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Administrative, Customer Service, and Finance

• Industries

  Insurance and Financial Services

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