Customer Service Adviser

The National Farmers Union Mutual Insurance Society Limited; Cobham; On-site; GBP 27,000 - 32,000; Full time

Job summary

A leading insurance firm based in Cobham is seeking a Customer Service Adviser to deliver excellent customer service and develop relationships with clients. The role includes identifying new business opportunities, supporting customers with insurance products, and ensuring high service quality. Candidates should have prior customer service experience and effective communication skills. A robust onboarding process and continuous professional development support are available. This role offers competitive salary and benefits, fostering a supportive work culture.

Benefits

Salary of £27,000

Annual bonus up to 10%

Contributory pension scheme up to 20%

25 days annual leave plus bank holidays

Gym membership contribution

Health and wellbeing plan

Employee volunteering day

Life assurance cover of 4 x salary

Qualifications

• Previous experience in customer service is essential.
• High attention to detail is required for administrative tasks.
• Effective time management is necessary to handle multiple tasks.
• Experience in insurance or financial services is advantageous.

Responsibilities

• Deliver outstanding customer service to new and existing customers.
• Identify new business opportunities and set up policies.
• Respond to customer queries and update details on internal systems.
• Support customers with Motor and Personal lines insurance products.

Skills

Customer service experience

Attention to detail

Effective time management

Effective communication skills

Job description

As an NFU Mutual Customer Service Adviser you'll be the backbone of the team in our Cobham Agency where you'll deliver the best possible customer service to new and existing customers. This is a varied role where you'll have the opportunity to make impact whilst focusing on your own continuous development. 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 focus on bringing your personality to the role whilst establishing long‑term, effective relationships with new and existing customers. We're all about warm personalities, quality conversations and a customer‑first attitude, so you'll be fully trained before promoting and selling NFU Mutual products and services that meet our customer's needs. As a Customer Support Adviser, you'll be delivering high levels of customer service in person at our customer counter, over the phone, and via email. Key to your role will be identifying new business opportunities and setting up policies for your clients. You'll also be responding to queries, updating customer details on our internal systems, conducting renewal discussions and mid‑term adjustments. Whether you have previous insurance experience or not, you'll be well supported by our experienced colleagues whilst onboarding and studying towards your NFU Mutual Insurance licences. The licensing process is a marathon, not a sprint, and involves a blend of e‑learning, interactive webinars and self‑directed learning, followed by assessment. You'll learn all you need to know about insurance and the related sales activities to set you up for a career of success. Once licenced, you'll be hands‑on and support customers with Motor and Personal lines insurance products. Alongside the general insurance products, you'll also learn about and promote our Financial Services products. You'll cross‑sell our varied product range to give our customers a service that truly suits their needs whilst maximising sales opportunities. As well as customers, you'll be engaging with a range of internal stakeholders within the Branch, and across the broader company, enabling you to gain a holistic understanding of the industry, business. Initially, you'll be working fully onsite in our Cobham office to ensure you're fully onboarded and confident as quickly as possible, with a view to moving to 60% of your hours in the office and 40% of your hours from home once initial training is completed. We'll provide everything you need to develop your knowledge and skills to ensure you provide the best possible service to our customers when discussing NFU Mutual products and services professionally and compliantly.

You're an experienced customer service professional, confident in your ability to take and make calls. Naturally inquisitive, you're motivated to learn new skills and eager to develop yourself. Due to the demographic of our customers, having previous experience within luxury goods, silver service, or high‑net‑worth services would be desirable. What's most important is your ability to communicate effectively and confidently through written and verbal mediums. We can teach you the rest.

Requirements

• Previous customer service experience – essential
• High levels of attention to detail to support you whilst completing administrative tasks
• Effective time management skills, able to juggle the different priorities and deadlines coming your way
• Previous experience or exposure to Insurance, Financial services, or a regulatory environment would be advantageous

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.

This truly is a fantastic opportunity for someone who is looking to develop a career within Insurance. 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, £27,000
• 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.
• Salary sacrifice employee car scheme - subject to eligibility

Working at NFU Mutual