Customer Support Adviser

NFU Mutual; Cobham; Hybrid; GBP 26,000 - 30,000; Full time

Benefits offered by this job

Salary range £26k-£30k

Annual bonus up to 10%

Pension scheme (up to 20%)

25 days annual leave + bank holidays

Job summary

NFU Mutual Cobham is recruiting a Customer Support Adviser to provide proactive service across email, telephone and in-branch interactions. You will begin with policy administration and customer emails, updating details accurately before moving into phone support and welcoming walk-in customers.

Training is provided, with clear progression into more complex insurance work as you grow. Based in Cobham, this full-time, hybrid role offers a balanced mix of office and homeworking (typically two days

Qualifications

• Previous customer service experience - essential.
• Excellent attention to detail in data entry.
• Strong written and verbal communication skills.
• Collaborative and adaptable approach to support beyond a narrow remit.

Responsibilities

• Support a high-net-worth customer base across email, phone and face-to-face channels.
• Update customer and vehicle details accurately during policy administration.
• Progress to telephone support and welcome walk-in customers while handling complex insurance products.

Skills

Customer service

Attention to detail

Written communication

Collaborative & adaptable

Job description

Customer Support Adviser

• Customer service opportunity in a growing local business, based in newly fitted, state-of-the-art offices.
• Receive full product training, with ongoing development and clear progression opportunities
• Hybrid role - Monday-Friday, with typically three days in the office and two days at home. No weekends!

About the role

We’re seeking a Customer Support Adviser to join the NFU Mutual Cobham team. This is more than a traditional customer service role. You’ll support a high-net-worth customer base and deliver a personal, professional service across email, telephone and face-to-face channels. You’ll begin with customer emails and policy administration, including accurately updating customer and vehicle details, before developing into telephone support, welcoming walk-in customers and handling more complex insurance products as your knowledge grows.

Whether you have previous insurance experience or not, you’ll receive full product training and support from experienced colleagues. You’ll learn how to work confidently with regulated insurance products and, as your capability grows, so will the variety and complexity of the work you can take on.

There is genuine opportunity to build a long-term career with us. A current Customer Support Adviser has progressed into a Senior Customer Support Adviser role, demonstrating the development available to people who are keen to learn, take initiative and grow their expertise.

The Cobham agency has a strong community spirit and takes an active role in local events. You’ll join a close-knit, collaborative team where everyone supports shared priorities, from customer calls and post to wider office activities, and where your contribution will be visible and valued.

This full-time role is based in our Cobham branch and offers 40% homeworking, typically two days at home and three days in the office. The days worked remotely can be flexible.FCA Handbook

This role is known internally as a Customer Support Adviser.

About you

You’re a warm and professional customer service colleague who understands that great service and attention to detail go hand in hand. You’ll be confident communicating by email, telephone and face to face, adapting your style to each customer while remaining calm and composed. Experience in insurance, financial services or a premium or high-net-worth customer environment would be helpful, but it is your customer service experience, accuracy and enthusiasm for learning that matter most.

To join our team, you’ll need:

• Previous customer service experience gained by telephone, face to face or through another relevant channel - essential
• Excellent attention to detail and a consistent approach to accurate data entry
• Strong written and verbal communication skills, with the ability to adapt your style to the customer
• A collaborative and adaptable approach, with the confidence to support beyond a narrow job remit

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 £26,000 - £30,000 depending on experience and performance at interview
• 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 them and their communities, and they trust us to be financially sustainable—so we’re successful now and in the future.