Customer Services Adviser Life Claims

NFU Mutual; Stratford-upon-Avon; Hybrid; GBP 21,000 - 29,000; Full time

Benefits offered by this job

Salary £25,000

Annual bonus up to 10%

Pension up to 20%

25 days annual leave

Family friendly policy

Private medical insurance

Job summary

NFU Mutual is recruiting for a Customer Services Adviser in Stratford-upon-Avon to support life claims. You will manage death claims from notification through to payment, gather information, request documents, and provide updates with empathy to bereaved families.

The role includes a six-month learning period, exposure to pensions and investments, and a clear route to a senior Customer Services Adviser position. Hybrid work is 60% home and 40% office-based.

Qualifications

• Proven customer service experience.
• Confidence using the telephone and making outbound calls.
• Confidence working accurately with numbers.
• Experience or confidence in supporting bereaved families with sensitive enquiries.
• Computer literacy and the ability to follow agreed procedures and processes.

Responsibilities

• Manage death claims from notification through to payment.
• Gather and check information and request outstanding documents.
• Make courtesy calls and provide regular updates.
• Arrange payments and liaise with bereaved families.
• Follow procedures and regulatory requirements while delivering compassionate service.

Skills

Customer service

Telephone confidence

Numerical accuracy

Bereaved support

Computer literacy

Job description

Customer Services Adviser - Life Claims

Build specialist knowledge across life, pension and investment claims.

Benefit from six months of on the job learning and a clear route to a senior role.

Hybrid 60% homeworking and 40% from Stratford upon Avon.

About the role

At NFU Mutual, you will join our Life Claims team and support customers and their families through sensitive and important moments. You will manage death claims from initial notification through to payment, ensuring each case is handled accurately, fairly and with care. Your work will include gathering and checking information, requesting outstanding documents, making courtesy calls, providing updates and arranging payments. You will speak directly with bereaved families, so you will need to feel comfortable handling difficult conversations by telephone while giving clear and considerate support. As your knowledge develops, you will gain exposure to NFU Mutual pensions, life and investment products, alongside practical understanding of wills and estate planning. You will also help resolve queries, follow agreed procedures and regulatory requirements, and contribute to service improvements.

The role offers six months of on the job learning and can provide a route into a senior Customer Services Adviser position. This permanent role is based in Stratford upon Avon. The normal hybrid arrangement is 60% homeworking and 40% from the office. New starters are expected to work from the office during their initial learning period, usually around six months, although this may vary according to progress. After this period, the usual arrangement is two office days each week.

About you

You put customers at the centre of your work and communicate with sensitivity, clarity and care. You listen closely, stay resilient during difficult conversations and maintain strong attention to detail. You are comfortable taking responsibility for your work and supporting customers through complex and emotional circumstances.

• Proven customer service experience
• Confidence using the telephone and making outbound calls
• Confidence working accurately with numbers
• Experience or confidence in supporting bereaved families with sensitive enquiries
• Computer literacy and the ability to follow agreed procedures and processes

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 - £25,000
• 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

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 we are the best trusted respectable successful future.