Senior Customer Services Representative Stratford-upon-Avon

NFU Mutual; Stratford-upon-Avon; Hybrid; GBP 31,000; Full time

Job summary

An established industry player is seeking a Senior Customer Services Representative to enhance customer engagement and satisfaction. In this dynamic role, you will manage customer inquiries, ensuring compliance with industry standards while fostering strong relationships. The ideal candidate will possess a customer-first mindset, strong communication skills, and a passion for delivering exceptional service in a fast-paced environment. Join a supportive organization that values diversity and offers excellent career development opportunities within the Financial Services sector.

Benefits

Annual Bonus

Contributory Pension Scheme

25 Days Annual Leave

Family Friendly Policy

Gym Membership Contribution

Health and Wellbeing Plan

Employee Volunteering Opportunities

Refer a Friend Bonus Scheme

Life Assurance

Employee Discounts

Qualifications

• Strong customer service experience in Financial Services.
• Ability to handle customer queries effectively.

Responsibilities

• Provide outstanding customer service and manage queries.
• Support customers with accurate policy information.

Skills

Customer Service Experience

Strong Communication Skills

Analytical Skills

Self-Motivation

Job description

Salary: Up to £30,987 + 10% annual bonus + benefits package

• This is an office-based role, working Monday – Friday, 9am – 5pm, with potential for hybrid working in the future.
• Join an organisation passionate about Employee Engagement.
• This is an excellent opportunity to develop your career within a leading Financial Services organisation.

About the role

We have an exciting opportunity available for a Senior Customer Services Representative to join our team. You will provide outstanding customer service and protect our customer relationships and NFU Mutual's reputation by actively managing customer, third-party, and internal telephone queries and requests, ensuring compliance with NFU Mutual standards and relevant regulations.

Your primary responsibility is to support our customers via telephone by delivering clear, accurate, and timely information on policy details, standard forms, literature, and fund values to both customers and Financial Advisors, in line with NFUM procedures, quality standards, and service level agreements, fostering enduring relationships with a customer-first approach.

You will identify, record, and act on customer dissatisfaction or vulnerability, managing positive outcomes or escalating issues to our complaints team, ensuring compliance with FCA and NFU Mutual standards.

As a senior team member, you'll play a key role in enhancing customer service, quality, and controls by identifying opportunities for service improvement, contributing to our team's overall performance.

About you

You are a customer-focused individual with a positive, can-do attitude, passionate about delivering exceptional service. With your strong customer service experience, you are committed to understanding and meeting customer needs, ensuring satisfaction at every touchpoint. You thrive in a dynamic, fast-paced environment, eager to learn and grow.

To join our team, you’ll also have:

• Experience in a customer-focused environment, preferably within Financial Services.
• Experience handling and responding to customer queries with strong communication skills—written and oral/telephone-based.
• Self-motivation with the capacity and eagerness to learn and develop technical expertise.
• A desire to enact positive change and prioritize customer well-being.
• Strong analytical skills and a keen eye for detail in data interpretation.

At NFU Mutual, we support an inclusive workplace and value all differences that make us unique. We celebrate creativity and innovation from diverse perspectives and share a vision of doing the right thing for our customers and employees.

We recognize that some candidates may face barriers during recruitment. We encourage candidates to discuss any adjustments or accommodations needed to perform at their best throughout the process.

We are proud to be a Disability Confident Employer, a Race at Work and Women in Finance Charter signatory, welcoming applications from 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:

• Annual bonus (up to 10% of salary)
• Contributory pension scheme, up to 20%, including your 8% contribution
• 25 days annual leave plus bank holidays, with buy/sell holiday scheme
• A Family Friendly policy supporting work-life balance
• Access to savings at High Street brands, travel, and supermarkets
• £20 contribution to monthly gym membership—terms apply
• Health and wellbeing plan—cashback for dental, opticians, physio, and more
• Access to voluntary benefits such as health assessments, private medical and dental insurance
• Employee volunteering opportunities—one day per year
• Unlimited Refer a Friend bonus scheme (£500)
• Life Assurance of 4x salary
• Employee discounts of 15% on NFU Mutual insurance policies

Working at NFU Mutual

We are 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 our greatest asset.

We pride ourselves on being “a great place to work.” Our Gallup Exceptional Workplace 2025 award was received with Distinction, and we are the first UK-based company to earn this for ten consecutive years. We are also featured 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 recognized as a UK Top Employer by the Top Employers Institute in 2023, 2024, and 2025.

We offer a supportive culture that empowers and inspires our employees, providing growth opportunities and recognizing contributions. Our company respects its employees and communities, maintaining financial sustainability for ongoing success.

From our rural roots, we've grown into a UK-wide organization, turning over £1 billion annually. Despite our growth, we remain customer-focused, down-to-earth, and committed to the communities we serve.

Our ethos of trust, respect, and personal service guides us, helping us build a reputation for exceptional member loyalty. Despite over 110 years in business, we have ambitious plans for the future and seek talented individuals to join our team.