Insurance Customer Service Advisor

Work In Progress HR; Wem; On-site; GBP 22,000 - 28,000; Full time

Benefits offered by this job

28–38 days leave (service-based)

Free parking

Family-friendly policies & flexiblehrs

Team events

Job summary

NFU Mutual North Shropshire Agency is seeking an office-based Customer Service Advisor in Wem. This role focuses on delivering excellent service to personal and commercial customers, including retailers, tradespeople and farmers.

You’ll handle renewals, amendments and claims, and support continuous improvement of customer experience. The role offers a people-first environment with full development support, no weekend or evening work, and flexible hours with a minimum 28 hours.

Qualifications

• Provide exceptional customer service by phone, email and in person
• Build and maintain relationships with personal and commercial customers
• Demonstrate strong interpersonal skills and problem-solving ability
• Learn products and processes to improve customer experience
• Adapt to new information and manage multiple tasks efficiently
• Travel occasionally to other offices if needed

Responsibilities

• Provide exceptional customer service by phone, email and in person to our personal and commercial customers
• Support clients with policy renewals, amendments and claims
• Work with the team to sharpen processes and improve the customer experience
• Build and maintain a thorough understanding of our products and service

Skills

Customer service

Interpersonal skills

Attention to detail

Organisational skills

Learning agility

Tools

Microsoft Office

Job description

At NFU Mutual North Shropshire Agency, no two customers are the same. If you like the idea of helping local customers, retailers, tradespeople and farmers protect what they've built, we're recruiting an office-based Customer Service Advisor to join our team in Wem.

It's a varied, people-first role in a genuinely supportive agency. We're a forward-thinking, inclusive team, and we back our people to do a great job at work without it costing them at home, with no weekend or evening work, and family-first policies built in. If you enjoy building relationships and solving problems, this is a fulfilling way into a long-term career in insurance.

In this role you will:

• Provide exceptional customer service by phone, email and in person to our personal and commercial customers, including retailers, tradespeople and farmers
• Support clients with policy renewals, amendments and claims, looking after them at every stage of their insurance journey
• Work with the team to sharpen our processes and improve the customer experience
• Build and maintain a thorough understanding of our products and service

Our commitment to you:

• 29 days' annual leave (including bank holidays), rising to 38 with service
• A professional, supportive working environment
• Investment in your development, including full support to gain your product licences and progress your career
• Free parking
• Family-first policies and flexible hours to protect your work-life balance
• Regular team events and activities

What we're looking for:

• Drive and enthusiasm to deliver fantastic service to existing and future customers
• Strong interpersonal skills and a natural ability to build relationships
• A track record of consistently delivering high-quality customer service
• Basic computer skills and familiarity with common software tools
• The ability to learn quickly and adapt to new information
• Attention to detail and strong organisational skills
• Flexibility to travel occasionally to our other two offices in Market Drayton and Oswestry

This role is 100% office-based, so we can guarantee a quality service and a happy, connected team. Our hours are Monday to Friday, 8.30am–5pm with a one-hour unpaid lunch break. We'll consider part-time or flexible hours, with a minimum working week of 28 hours (salary and benefits pro rata).

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

We are an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

About Us

At NFU Mutual North Shropshire agency we are part of the NFU Mutual family who won the "Which? Insurance Brand Of The Year 2023". We are on a journey of growth and excellence and take pride in providing exceptional insurance services and customer care to a diverse range of personal and commercial customers.

Hours

37.5 hours worked across our office hours which are Monday - Friday 08:30 -17:00