Customer Service Advisor

NFU Mutual; Kendal; On-site; GBP 22,000 - 28,000; Full time

Job summary

A leading insurance agency is seeking a full-time customer service representative to join their Kendal office. The role involves delivering exceptional service, processing insurance policies, and contributing to a positive team culture. Candidates should possess strong communication skills and a willingness to learn, with full training provided to obtain necessary licenses and qualifications.

Benefits

25 days annual leave plus Bank Holidays

Access to NFU Member benefits

Free local parking

Qualifications

• Demonstrated drive, energy, and enthusiasm for customer experience.
• Confident personality with team collaboration skills.
• Initiative and strong interpersonal skills required.

Responsibilities

• Deliver high levels of customer service and process insurance requirements.
• Conduct proactive sales activities to generate new business.
• Maintain compliance with company and FCA standards.

Skills

Interpersonal skills

Communication skills

Relationship building

IT skills

Education

5 GCSEs including Maths and English

Tools

Microsoft Office 365

Job description

Competitive starting salary
Full Time position: Monday to Friday - 35h per week
Permanent Contract
Location: Kendal

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 renowned for.

About the role
• Gain the relevant product “licenses” and maintain knowledge through continued professional development
• Deliver unequalled levels of customer service
• Review and assist customers with their general insurance requirements
• Process customer instructions for policy amendment to meet the required completion standards
• Carry out proactive sales activity to create new business opportunities for the Agency
• Collect insurance premiums
• Identify and initiate cross-selling opportunities and activities to new and existing customers
• Contribute to the positive team culture
• Work within the Compliance Framework required by the Company / Financial Conduct Authority (FCA
• Use of all Microsoft Office Applications as well as Insurance Policy and Claims Administration Systems. Full training and support will be provided
• Maintain record keeping as per requirements for your role
• Produce correspondence to required time frames and quality standards

About you
• An Individual who can demonstrate the drive, energy and enthusiasm required to provide a fantastic customer experience to our existing and prospective clients
• A confident personality who can work well within a team environment
• Someone who shows initiative
• Strong interpersonal skills, communication skills, & relationship building abilities
• Possess strong IT skills including experience of MS Office 365
• 5 GSCE C grades or above including Maths and English

Our commitment to you

We will provide you with full training and support leading to you obtaining your initial product licenses. Once this first stage is completed, you’ll receive ongoing training until you are fully licensed in both personal and commercial products. There is a fast track process in place for those individuals who may already have insurance experience.
Opportunities to study for CII and further qualifications and progression within the company

Benefits
25 days annual leave (plus Bank Holidays) After three years of employment, you will be an entitled to an extra days holiday per year thereafter up to a max of 28
Access to NFU Member benefits
Free local parking

Good Repute Checks
Agents are required to ensure that they and their staff are of Good Repute and are required to carry out two independent checks on all staff.
1. Basic criminality check –Basic checks show any ‘unspent’ criminal records (as defined by the Rehabilitation of Offenders Act 1974). Once a conviction or caution is ‘spent’, it no longer shows on a basic check.
2. Bankruptcy check – to ensure that staff are not an un-discharged bankrupt.

Please apply in writing via email preferably with a CV to: [e-mail]

Closing date 20th June 2025.

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