Customer Service Advisor

NFU Mutual; City of Edinburgh; On-site; GBP 22,000 - 30,000; Full time

Job summary

A leading insurance agency in Edinburgh is seeking a Customer Service Advisor to deliver excellent service and manage customer inquiries. The role offers a 4-day work week, competitive salary, and opportunities for career progression within the insurance and financial services sector. Candidates must have prior customer service experience and strong communication skills. Training and professional development support are provided.

Benefits

4-day work week

Generous Annual Leave

Company Pension Scheme

Professional Development Support

Qualifications

• Previous experience in a customer service role is essential.
• Ability to thrive in a busy environment working as part of a team.
• Willingness to learn and enthusiasm are important.

Responsibilities

• Handle inbound customer inquiries and manage interactions professionally.
• Process policy amendments and conduct policy renewals.
• Identify opportunities for cross-selling and maintain strong customer relationships.

Skills

Customer service experience

Teamwork

Telephone skills

IT skills

Education

5 Standard Grades including Maths and English at Grade C

Job description

Salary £22,000 - £30,000 (dependant on experience)
Permanent Contract
Location: NFU Mutual’s Agency - Edinburgh & The Lothians, The Old Farmhouse, Rural Centre, West Mains, Ingliston, Newbridge, EH28 8NZ (In Office)
Full Time Position, 4-day week

The Agency works on a 4-day per week arrangement with staff starting at 8am and finishing at 5pm. The benefit of this is a healthier work-life balance, and an extra day off per week as personal time without compromising on salary.

Introduction to NFU Mutual
NFU Mutual offers a wide range of products and services, including general insurance, life, pensions and investments and has been providing quality insurance for its customers, for over 110 years. We carefully balance delivering excellent service to our customers whilst ensuring the business is run effectively. As a mutual, supporting our customers and paying their claims comes first. We are a top ten UK insurance company and the UK’s largest rural insurer, with an agency network of over 250 local offices

About the Agency
As a local agency of NFU Mutual we deliver a first-class service, and sell their product range across our region, to customers old and new, who are at the core of everything we do. We are a business where honesty, integrity, and trust are at the heart of our values. We champion the personal approach to customer service that NFU Mutual are famous for.

An exciting opportunity has now arisen within the Edinburgh & The Lothians Agency.

About the role:
Based at our Edinburgh & The Lothians Office, this is a fantastic opportunity for a positive, friendly, customer focused candidate looking for opportunities within the Insurance and Financial Services Sector in a client-facing environment and in a rapidly growing business.

As a Customer Service Advisor, you will play a key role in the smooth and efficient operation of the agency, delivering excellent service to NFU Mutual’s customers. You will handle inbound customer enquiries, ensuring that all interactions are managed professionally and in line with customer service standards.

Your responsibilities will include processing policy amendments resulting from changes in customer circumstances, conducting policy renewals, and managing correspondence efficiently. You will also be responsible for processing changes and completing post-call reports following Agents' renewal reviews, ensuring accuracy and timely follow-up.

Additionally, you will identify opportunities for cross-selling and ensure that the insurance cover provided is appropriate to customer needs. Maintaining strong customer relationships is essential, as your work will directly contribute to protecting and enhancing the NFU Mutual brand and reputation.

There are multiple opportunities for career progression within the business for the right candidate.

About you

• Previous experience of working in a customer service role is essential.
• The ability to thrive in a busy working environment while working as part of a team.
• A willingness to learn and plenty of enthusiasm.
• A confident telephone manner and IT skills.
• Previous exposure to Insurance, Financial Services, or any other regulated Industry (not required but highly desired).

Candidates should have a minimum of 5 Standard Grades or Intermediates (or equivalent) including Maths and English at Grade C or above. An understanding of agriculture would be beneficial but not essential.

Our commitment to you:

The Agency & NFU Mutual will provide you with all training and learning materials appropriate for the role. Should you wish to develop further, we will support your career progression into other commercial lines of the business which may include Claims, New Business Development, Commercial Account Handling, Financial Services and more.

• Benefit from a 4-day working week without compromising on salary.
• Salary ranging from £22,000 – £30,000 dependant on experience.
• Generous Annual Leave package plus bank holidays
• Company Pension Scheme
• Professional Development Support.

Please apply in writing with CV and covering letter to: Emma Campbell – Office Manager – Via [e-mail] or, if you would like to discuss the role via phone, please call 0131 3353533.

• Candidate data will be stored securely for 6 months after the closing date of the application in line with GDPR security requirements. Candidate data will then be purged.

Closing date for all applications: 10th August 2025.

Please note you will be employed by an Agent of NFU Mutual and not NFU Mutual directly.

Whatever your role, as a key member of your agency team, you’ll enjoy the chance to develop your insurance industry knowledge and skills and build a rewarding career. For most roles you won’t necessarily need an insurance background. It’s more about your personal qualities – your ability to learn quickly, develop strong working relationships with a range of different people and give customers excellent service, with trusted advice and products.

Bring these qualities and you’ll be supported with a full range of training and development opportunities so you can build the career you want. These include the chance to gain an apprenticeship, as well as support to study for professional qualifications and full training in all aspects of the insurance industry.