Customer Service Advisor

NFU Mutual; Penrith; On-site; GBP 40,000 - 60,000; Full time

Job summary

A leading insurance company is seeking a Customer Service Adviser based in Penrith, Cockermouth or Appleby. This full-time role involves responding to enquiries, processing policy changes, and providing administrative support. Candidates should possess strong communication skills and a willingness to learn, with prior experience in sales or customer service preferred. Full training will be provided, along with a supportive team environment.

Benefits

Contributory pension scheme

25 days annual leave

Free parking

Flexitime

Qualifications

• Excellent telephone manner and willingness to provide first-class customer experience.
• Reliability and dependability are essential.
• Desire to build a long-term career with the company.

Responsibilities

• Responding to customer enquiries over telephone and in the branch.
• Administering all customer instructions to completion.
• Developing and sustaining effective relationships with customers.

Skills

Communication

Problem-solving

Attention to detail

Teamwork

Customer service

Job description

Starting at £22,500 and rising incrementally after successfully completing all training requirements.

Full Time

Permanent Contract

Location: Penrith, Cockermouth or Appleby in Westmorland

34 hours a week over 4 days

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 North Lakes & Appleby Agency.

About the Role

We are looking for a Customer Service Adviser working from our modern office located in our Penrith, Cockermouth or Appleby Branch in Cumbria.

On a day-to-day basis you will be dealing with new sales enquiries, existing policy changes and providing administrative support, all with a ‘can-do’ proactive enthusiasm.

The chances are, you’ll have already worked in a similar role, you will have an excellent telephone manner and be willing to go above and beyond to provide a first-class customer experience. You will enjoy working in a busy team environment and being proactive to support the growth of the business.

In return, you can expect full training in a friendly and supportive environment, enabling you to grow and develop in your role.

Typical Duties

• Responding to customer enquiries over the telephone or face to face in the branch
• Acquiring and maintaining a knowledge of NFU Mutual General Insurance products
• Reviewing and advising customers on their general insurance requirements
• Enabling cross-selling opportunities to new and existing customers
• Administering all customer instructions to completion and compliance standards
• Processing and dispatching renewal documentation
• Producing correspondence to required timeframes and quality standards
• Developing and sustaining effective working relationships with customers and all members of the Agency
• Obtain customer appointments for our financial advisor
• Handling customer payments / accounts queries / banking

About You

• Determined with a strong willingness to learn
• Able to communicate effectively, both written and verbal
• Able to problem solve and use own initiative and judgement
• Willing to work as part of a team
• Practical and hands-on attitude with strong attention to detail
• Organised and hardworking
• Well-mannered and presentable for the role
• Reliable and dependable
• Seeking to uphold standards
• Demonstrates attributes of honesty, integrity, due skill, care and diligence
• Desire to build a long-term career with NFU Mutual
• Previous sales and customer service experience an advantage.

Our commitment to You

A focus on your professional development, with full training provided.

Benefits

• Contributory pension scheme
• 34 hours a week over 4 days
• 25 days annual leave (inclusive of UK bank holidays)
• Flexitime enabling you to earn up to an extra 4 days off each year
• Free Parking

To apply, please send your CV and covering letter to [e-mail]

Closing date for all applications: 31st October 2025

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