Senior Customer Service Representative

We have an exciting opportunity available for a Senior Customer Services Representative to join our team.

As a Senior Customer Service Representative, your role encompasses various responsibilities critical to the efficient functioning of our department. You'll provide outstanding customer service and protect our customer relationships and NFU Mutuals reputation through actively managing customer, third party and internal telephone queries and requests so that the standards established by NFU Mutual, and relevant regulatory bodies are met.

As part of this role, you'll be responsible for conducting telephone medical underwriting sessions with our customers for both protection and annuity sales, ensuring that all pertinent information is gathered accurately and efficiently. Following these sessions, you'll update our Financial Advisers, providing them with the outcomes of the underwriting process.

You'll serve as a frontline point of contact for Financial Advisers, addressing their inquiries and providing assistance across a range of products. This includes furnishing customer and policy information, offering valuations, and handling queries related to our products and services.

Beyond this, your role extends to handling queries from other teams across the business, leveraging your expertise to provide timely and effective solutions. Through your diligent efforts, you will contribute significantly to the delivery of exceptional service.

You'll play a pivotal role in maintaining our point-of-sale system, consistently updating it with the latest customer and policy data to ensure the integrity of our records.

We're a team that puts our customers at the heart of everything we do. It's what we've built our reputation on and as a Senior Customer Service Representative you'll ensure we continue to deliver this outstanding service, bringing your personality to the role and establishing long term, effective relationships with your customers and colleagues alike. We're all about warm personalities, quality conversations and a customer-first attitude.

You're a strong team player who always strives to achieve high level quality output. You'll bring your previous customer service experience and will be passionate about delivering excellent customer service. To join our team you'll:

• Experience of working within a customer-focused environment, preferably within the Financial Services industry.


• Experience of handling and responding to internal queries, demonstrating strong communication skills - written and oral/telephone-based.


• Demonstrate both the capacity and eagerness to learn and build technical expertise


• Be flexible and adaptable in your approach to your work to ensure positive customer outcomes


• Must possess strong analytical skills and a keen eye for detail in interpreting data
  
  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 are one of only 57 companies across the globe, and one of only two organisations with headquarters in the UK, to receive a Gallup Exceptional Workplace 2023 award. We were also named in the LinkedIn Top 25 Companies List 2021, 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 and 2024.


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.


• This role offers 60% home working options following a training period of approximately 3 months. The hours of work will typically be between, Monday to Friday, 9am -5pm with some flexibility required to meet the needs of our customers


• Join an organisation passionate about Employee Engagement


• Excellent opportunity for you, as a Customer Service professional, to build and develop your career within Financial Services, 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.

Rewards & Benefits

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

• Salary - £30,000 per annum


• 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