Customer Service Claims Handler

NFU Mutual; West of England; Hybrid; GBP 24,000 - 29,000; Full time

Benefits offered by this job

Salary up to £26,500

Annual bonus up to 10%

25 days annual leave + bank holidays

Pension scheme

Health and wellbeing plan

Employee discounts

Life Assurance 4x salary

Gym membership contribution

Refer a Friend bonus

Salary sacrifice car scheme

Job summary

NFU Mutual is hiring a Customer Service Claims Handler in Bristol. No prior insurance experience required; the role focuses on people skills, empathy, and customer care. You’ll complete a structured induction, receive ongoing guidance, and join a supportive team that handles property claims from start to finish.

Hybrid working is available with up to 80% home-based work after a six-month training period. The position offers a 35-hour week, with potential to adjust hours, and a salary up to

Qualifications

• Customer-focused with empathy in challenging situations.
• Clear and confident written and spoken communication.
• Able to solve problems and adapt to changing circumstances.
• Strong time management and organisational skills.
• Capable of multitasking in a busy, fast-paced environment.

Responsibilities

• Speak with customers, NFU Mutual Agents and suppliers to understand what happened.
• Investigate and assess property claims fairly and thoroughly.
• Make confident decisions with empathy and clarity.
• Identify signs of potential fraud and take appropriate steps.

Skills

Customer focus

Communication

Problem solving

Time management

Multi-tasking

Tech literacy

Tools

Microsoft Office

Job description

Customer Service Claims Handler No insurance experience needed – just bring your people skills and we’ll do the rest, with full training and support from an award-winning insurer that’s ready to invest in you.

Working hours: 35 hour working week, Monday to Friday with no weekend work Hybrid working – with up to 80% homeworking and 20% in Bristol after a successful 6 month training period. You’ll also have the option to extend or condense your contractual working hours up to 40 per week, with condensed working hours following successful probation, subject to operational requirements.

About the role

If you’re someone who enjoys solving problems, speaking with people and making a difference, this could be a brilliant opportunity to try something new. As a Property Claims Handler in our Bristol office, you’ll be part of a close-knit team helping customers when they need us most – whether it’s storm damage, a burst pipe, or something that’s caused unexpected disruption to their home. At NFU Mutual, we do things differently. As a mutual, we’re owned by our customers rather than shareholders, which means we’re always focused on doing the right thing. We pay out on 98% of claims and look for ways to help our customers, not reasons to say no. It makes the role all the more rewarding as you’ll be helping people move forward during what can be a really stressful time. You’ll manage property claims from start to finish, using your judgement and empathy to make fair decisions and guide customers through the process. You’ll work closely with NFU Mutual Agents, customers and third parties to gather the right information, keep things moving, and ensure everyone’s kept in the loop. You don’t need to have insurance experience – we’ll give you all the training and support you need, including:

• A structured induction with classroom learning, shadowing and one-to-one support
• Ongoing guidance from your Team Leader and experienced colleagues
• A personal development plan that grows with you

Once you’re up to speed, you’ll enjoy hybrid working – up to 80% from home – and a 35-hour week with no weekend shifts. The team are friendly, down-to‑earth and genuinely supportive – everyone works together towards shared goals and takes real pride in doing a great job for our customers. We regularly get involved in charity and community events too, so there’s a real sense of purpose and belonging.

Day to day, you’ll:

• Speak with customers, NFU Mutual Agents and suppliers to understand what’s happened
• Investigate and assess property claims fairly and thoroughly
• Make confident decisions while keeping empathy and clarity front of mind
• Identify any signs of potential fraud and take appropriate steps

Our Claims team plays a huge role in why 94–96% of our customers choose to stay with us each year. We’ve also been recognised by Which? as a top insurer for customer satisfaction, and the work our Claims Handlers do is right at the heart of that success.

About you

You’ll play a key role in helping our customers when they need us most – handling property claims with care, clarity, and confidence. Whether you’ve worked in insurance before or you’re looking to step into something new, we’ll give you the training and support to thrive. You’ll be confident using IT systems, enjoy working with others, and bring a positive, can‑do attitude to a fast‑paced and varied role. You’ll also demonstrate resilience, staying calm and professional when supporting customers through difficult situations and maintaining a positive approach. To succeed in this role, you’ll bring a great mix of people skills and practical ability, including:

• Customer focus and empathy – You genuinely care about doing the right thing, with recent experience in a customer‑facing environment where you’ve handled queries, offered support, and guided people through what can often be a stressful time.
• Effective communication and collaboration – You’re clear and confident when speaking or writing, and work well with others to share ideas, solve problems and support shared goals.
• Problem solving and adaptability – You can think on your feet, adapt to changing situations, and find practical, fair solutions – even when things get a little unpredictable.
• Time management, organisation and prioritisation – You’re able to stay on top of a busy workload, knowing what to focus on and when, without losing sight of the detail.
• Multi‑tasking in a fast‑paced environment – You stay calm under pressure and enjoy the variety that comes with a busy, ever‑changing day. You’re comfortable switching between different tasks throughout the day while maintaining a high standard of work.
• Eagerness to learn and technical confidence – You’re quick to pick up new systems (like Microsoft Office) and keen to grow your skills – and if you’ve got claims or insurance experience already, even better.

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

• Salary up to £26,500 depending on experience
• 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 coverof 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

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 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.