Customer Service Claims Handler

The National Farmers Union Mutual Insurance Society Limited; Bristol; Hybrid; GBP 24,000 - 30,000; Full time

Benefits offered by this job

Annual bonus up to 10%

Contributory pension up to 20%

25 days annual leave + bank holidays

Health and wellbeing plan

Employee discounts on NFU Mutual pol�

Mentoring opportunities

Life Assurance 4 x salary

Job summary

NFU Mutual in Bristol is seeking a Claims Handler to guide customers through the claims journey from start to finish, focusing on fair and timely settlements for motor claims. You'll assess liability, liaise with insurers and repairers, and keep customers informed with clear, supportive communication.

You'll join a training program to develop skills before progressing to a hybrid model that allows up to 80% of your week from home while remaining connected to the office.

Qualifications

• Customer service experience in a customer-facing role.
• Ability to build relationships and communicate clearly.
• Adaptable and able to multitask in a fast-paced environment.
• Self-motivated and able to work in a team.
• Strong problem solving and judgement.
• Technical proficiency with systems and software applications.

Responsibilities

• Manage claims from initial response to settlement.
• Speak with policyholders and agency network by phone.
• Conduct behind-the-scenes claims workflow to keep moving.
• Participate in training and development activities.
• Progress to hybrid working model with up to 80% remote.

Skills

Customer service

Communication skills

Adaptability

Multitasking

Problem solving

Technical proficiency

Job description

At NFU Mutual, our approach to claims is rooted in doing the right thing. We look for ways to settle claims rather than ways not to - because supporting our customers when they need us most is at the heart of what we do. As a Claims Handler in our Bristol office, you'll join a supportive team who guide our customers through their claims journey from start to finish. Every claim is different, and you'll play an important role in helping people get back on their feet when the unexpected happens, all while keeping an eye out for anything that doesn't quite add up. As a Motor Claims Handler, you'll manage claims assigned from our first response team, supporting customers through the full claims journey after incidents such as road traffic accidents, vehicle damage, theft, or write-offs. This could involve assessing liability, liaising with third-party insurers and repairers, and helping customers reach a fair and timely settlement as they get back on the road. You'll spend time speaking with policyholders and our agency network over the phone, as well as carrying out the behind-the-scenes work that keeps each claim moving forward. You'll be trained to make fair and confident settlement decisions and supported to spot any potential fraud. It's varied, people-focused work that combines customer conversations with detailed case management - where no two days are the same and your decisions make a real difference. To help you become the best you can be, we provide comprehensive training when you first start in the office. This includes classroom learning, shadowing and individual support from Team Leaders and senior members of the team. When the training is complete, we'll provide a supportive learning environment so you can confidently progress on your Claims Handler journey. Your line manager will also support you to build a personal development plan which you can expect to have conversations about all year round.

You'll bring your strong customer focus and both written and verbal communication skills to confidently deliver exceptional customer service and build strong relationships. Proficient in using systems and software applications, you also have an eagerness to learn and develop within your role. Once you've developed your skills and are comfortable managing claims independently, you'll be able to move onto our hybrid working model - with the flexibility to work up to 80% of your week from home while still staying connected in the office.

During your first four months, you'll be based in the office full time so you can take part in our training programme, get to know your team, and build your confidence in the role. Once you've developed your skills and are comfortable managing claims independently, you'll be able to move onto our hybrid working model - with the flexibility to work up to 80% of your week from home while still staying connected in the office.

• Customer service experience - recent experience in a customer-facing role, demonstrating your ability to support and engage with a diverse range of people. While previous experience in claims handling is desirable, it is not essential, as comprehensive training will be provided to support your success in this role.
• Customer Focus and Empathy - a natural communicator who listens and responds to customers' needs, making every customer feel valued and reassured.
• Adaptability and multi-tasking - comfortable adjusting your approach and managing multiple priorities in a fast-paced environment.
• Self-management and teamwork - able to proactively manage your workload, working successfully both independently and as part of a team.
• Problem-solving and judgement - confident in analysing situations, finding solutions, and making effective decisions.
• Technical proficiency - skilled in using systems and software applications, with a willingness to learn and develop new skills.

A great place to build your career - NFU Mutual is proud to be one of the UK's leading insurers, recognised for our values, supportive culture, and award-winning customer service., We're one of the UK's leading general insurance and financial services organisations, and for over 110 years we've put our customers at the heart of everything we do. Our people are just as important to us, so we're proud to be recognised as "a great place to work".

Our Gallup Exceptional Workplace 2026 award was not only awarded with Distinction, but it also marked us as the first UK based company to earn a Gallup Exceptional Workplace award for eleven consecutive years. We've also been consistently recognised by Glassdoor. We appeared in the Glassdoor Best Places to Work UK list in 2023, 2024 and 2026 - and in 2026, we were the highest ranked insurance business in the UK, highlighting our strong employee experience and the positive feedback our people share on the platform. Additionally, we were named in the LinkedIn Top Companies 2026 list of "Best midsize employers to grow your career in the UK", and we've been certified as a UK Top Employer by the Top Employers Institute in 2023, 2024, 2025 and 2026. We offer a supportive and empowering culture where people are inspired to perform, given opportunities to grow, and recognised and rewarded for 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're successful now and in the future.

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 up to £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
• Mentoring opportunities to help you grow your career
• 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