Insurance Customer Services Graduate Scheme

Nfu Mutual; Greater London; Hybrid; GBP 30,000 - 36,000; Full time

Benefits offered by this job

Salary £33,000

Annual bonus up to 10%

Contributory pension up to 20%

25 days annual leave + bank holidays

Family Friendly policy

Employee discounts

Health and wellbeing plan

Volunteer opportunities

Refer a Friend bonus

Life Assurance 4x salary

Job summary

NFU Mutual invites graduates to join a three‑year Insurance Graduate Scheme designed to build hands‑on experience across frontline and strategy teams. You’ll work with Customer Services, Underwriting, Claims, Automation, Fraud, and Complaints, gaining data insights and MI awareness while pursuing CII qualifications.

In year two and three you’ll take on broader challenges, with hybrid work in Stratford‑upon‑Avon and regional offices.

Qualifications

• Willing to learn across Customer Services and core insurance areas.
• Interest in data/MI and using analytics to support decisions.
• Strong communication and teamwork skills to work with diverse teams.

Responsibilities

• Support Customer Services teams and learn how they shape products and service delivery.
• Develop understanding of underwriting, claims, fraud and complaints handling.
• Contribute to strategic projects and personal development through structured reviews and mentoring.

Skills

Communication skills

Analytical thinking

Team collaboration

Customer focus

Education

CII qualifications (Cert CII, Diploma CII)

Job description

Launch your career with our 2027 Insurance Graduate Scheme Gain hands‑on experience across the key functions that deliver world‑class customer service. Build core insurance, technical and analytical skills while working towards recognised CII qualifications. Get support from a buddy, mentor, careers coach and graduate community as you plan your future career.

About the scheme

A career in insurance is about more than policies and paperwork. It’s about helping people, solving problems and putting customers first. As a mutual, we focus on doing the right thing for our customers, colleagues and communities, building trust for the long term rather than pursuing short‑term gains. Between 94% and 96% of our customers renew with us each year, reflecting the strength of these relationships. Our Insurance Graduate Scheme will help you build your confidence and develop your insurance knowledge. You’ll learn how our Customer Services teams support our customers and the wider business.

In your first year, you’ll learn the fundamentals of our Customer Services function and build your knowledge of core insurance principles. You’ll gain experience across areas including:

• Planning
• Underwriting
• Claims
• Automation
• Fraud
• Complaints
• Customer Experience
• Data and Management Information (MI)
• Propositions

You’ll explore the day‑to‑day work of these teams. You’ll learn how they support customers and make informed insurance decisions. You’ll also gain insight into the strategic work that helps us plan, improve and make better decisions for the future.

In your second year, you’ll build on these foundations, developing deeper knowledge and experience as you take on new challenges across Customer Services.

In your final year, you’ll create a strategic business plan. This will give you the chance to put your skills into action, show commercial awareness, think strategically and develop your confidence and leadership potential. You’ll be based in Stratford‑upon‑Avon, Warwickshire, with time also spent in our regional offices in Bristol, Glasgow or York. Hybrid working will be available depending on business needs. Regular time in the office will help you collaborate with your team, learn from experienced colleagues and build your graduate network.

Please note this role is not eligible for visa sponsorship as it does not fulfil the criteria set by the Home Office. This is a three‑year programme. Candidates must have, or be able to obtain, permission to work in the UK in a way that enables them to undertake the role and complete the programme.

What you can expect

This scheme gives you hands‑on experience in frontline and strategy teams. You’ll learn how they shape our products, services and customer experience. You’ll also work with regional teams, external suppliers and our UK‑wide Agency Network. This will show you how different parts of our business work together. You’ll explore the operational teams that support Claims and Underwriting. Their work includes automation, systems, complaints handling and resource planning. Throughout the three‑year scheme, you’ll build the skills and experience to understand insurance and support our customers.

You’ll develop:

• Core insurance skills – Build a strong foundation in insurance, our products and how we work as a mutual. You’ll also work towards recognised industry qualifications.
• Technical skills – Handle complex Claims or Underwriting cases, spot potential fraud and apply best practice to help shape strategies that make a real impact.
• Data and analytics – Use data to create insights that support business decisions and help shape future strategy.
• Change management – Support projects that improve processes, increase efficiency and create a better customer experience.
• Strategy – Work on long‑term projects that help shape the future of our business.

We’ll support your career development throughout the scheme with a structured plan, performance reviews twice a year, and the potential for competitive salary increases and progression.

Your future

This scheme can open doors to a wide range of roles across the business. Throughout the scheme, you’ll build strong foundations in insurance. You’ll work towards recognised Chartered Insurance Institute (CII) qualifications. These include Cert CII and Diploma CII. You’ll also have the opportunity to make good progress towards ACII by the end of the programme. This structured professional development means you’ll gain industry‑recognised qualifications alongside hands‑on experience. It will help you build the knowledge, skills and confidence to progress your career.

Experienced colleagues, a dedicated buddy and a mentor will support you. They’ll help you make the most of your development and career opportunities. You’ll also be part of a strong graduate community. You can connect with current and former graduates, build your network and learn from others on similar schemes. As you come towards the end of the scheme, a careers coach will help you think about your next role and plan your next steps. It’s not all about work either. We encourage our graduates to get involved in extracurricular activities. You could volunteer, organise charity or social events, or represent NFU Mutual at industry events. These activities support our Environmental, Social and Governance (ESG) framework.

Work experience Industry experience or a placement year would be a real advantage, but it isn’t essential. What matters most is that you’ve had some experience of work where you’ve been able to interact with people, build your communication skills and learn how to work well with others.

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.

Benefits and Rewards

• Salary - £33,000
• 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 - volunteerin 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.