Senior Customer Service Representative

Starr Underwriting; Stratford-upon-Avon; On-site; GBP 31,000; Full time

Job summary

A leading financial services provider in England is seeking a Senior Customer Service Representative to join their dedicated team. This role focuses on providing exceptional service to customers, especially during significant life transitions. The ideal candidate has proven customer service experience and strong communication skills. This is a full-time, office-based role for the first 18–24 months, ensuring thorough training and support.

Benefits

Salary: £30,987

Annual bonus (up to 10% of salary)

Contributory pension scheme

25 days annual leave

Gym membership contribution

Health and wellbeing plan

Life Assurance cover of 4 x salary

Employee discounts on NFU Mutual insurance policies

Qualifications

• Proven customer service experience, either over the phone or face-to-face.
• Ability to interpret financial and policy information confidently.
• Excellent communication skills with a wide range of customers.

Responsibilities

• Provide outstanding service to financial services customers.
• Interpret figures and policy details accurately.
• Support customers through significant life events.

Skills

Customer focus

Empathy

Attention to detail

Flexibility

Resilience under pressure

Job description

Senior Customer Service Representative:

• Provide an outstanding service to our Financial Services customers
• An outstanding opportunity to achieve your full potential, receive extensive training and mentoring within a supportive and specialist team
• This is an office-based role for the first 1 to 2 years, with the potential for hybrid working in the future

About the role:

We're expanding the team and looking for four individuals to join our dedicated Customer Service team within the Financial Services division. As a Senior Customer Service Representative, you’ll be the first point of contact for customers with financial services products such as pensions, savings, and investments—many of whom have been with us for decades.

You’ll take calls and respond to emails, supporting customers through some of life’s most significant moments—from setting up withdrawals to updating details after a bereavement. The role involves interpreting figures and policy details, completing documentation accurately, and liaising with specialist teams where needed.

Working within a supportive, close-knit team, you’ll play a key part in delivering a genuinely personal service that reflects NFU Mutual’s values. You'll also help ensure compliance and customer protection by completing fraud checks, bank verifications, and complaint logging.

This isn’t a call centre, and you won’t ever be asked to follow a script when supporting our customers; instead, once fully trained, you’ll listen actively to our customers’ needs and draw on your knowledge to support them to a high standard. With the volume and complexity of calls increasing, your ability to listen, empathise and act decisively will be essential. This is a full-time office-based role due to the depth of training and collaborative nature of the team. While hybrid working may be considered after 18–24 months, you'll be in the office full-time to complete the in-depth training program, ensuring that you are fully embedded with the knowledge and confidence you’ll need to thrive.

About you:

You’ll bring proven customer service experience—whether over the phone, face-to-face or both—and a genuine passion for helping people. We’re looking for someone who is resilient, detail-focused and eager to learn. You’ll be able to interpret financial and policy information confidently and communicate clearly with a wide range of customers, including those with additional needs.

You'll also need to demonstrate:

• A strong customer focus and natural empathy
• A learning mindset and the ability to absorb complex information
• Confident when interpreting and communicating financial information, such as reading large numbers correctly to customers. – Essential
• Excellent attention to detail in both verbal and written communication
• Flexibility and adaptability to handle a variety of queries
• Team spirit—supporting colleagues and contributing to a positive working environment
• Resilience under pressure, especially during busy periods or emotionally challenging calls

Please note: this role is full-time and based in the office for at least the first 18–24 months.

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:

When you join our team, you can expect a supportive culture and an attractive range of rewards and benefits including:

• Salary: £30,987
• 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 cover of 4 x salary
• Employee discounts of 15% on a range of NFU Mutual insurance policies.

Working at NFU Mutual:

We’re one of the UK’s leading general insurance and financial services companies. For over 110 years we’ve put our customers at the heart of everything we do. Our people are just as important to us.

We pride ourselves on being “a great place to work” and our Gallup Exceptional Workplace 2025 award was not only awarded with Distinction but also named us as the first UK-based company to receive a Gallup Exceptional Workplace for ten years in a row. We are also the only Insurer to feature in the LinkedIn Top 15 Companies 2025 list of ‘Best midsize employers to grow your career in the UK’, the Glassdoor Best Places to Work UK List 2023 and 2024, and were recognised as a certified UK Top Employer by the Top Employers Institute in 2023, 2024 and 2025.

We offer a supportive culture where we empower and inspire our people to perform, offer them opportunities to grow, and recognise and reward 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 are successful now and in the future.