Customer Service Adviser

£23,800-£29,000 + bonus (dependant on experience)
Full Time position
Location: NFU Mutual Colchester Agency
Monday to Friday, 9.00 am to 5.00 pm (37.5 Hours)

Introduction to NFU Mutual

NFU Mutual offers a wide range of products and services, including general insurance, life, pensions and investments and has been providing quality insurance for its customers for over 110 years. We carefully balance delivering excellent service to our customers whilst ensuring the business is run effectively. As a mutual, supporting our customers and paying their claims comes first. We are a top ten UK insurance company and the UK’s largest rural insurer, with an agency network of over 250 local offices.

About the Agency

As a local agency of NFU Mutual we deliver a first-class service and sell their product range across our region, to customers old and new, who are at the core of everything we do. We are a business where honesty, integrity, and trust are at the heart of our values. We champion the personal approach to customer service that NFU Mutual is famous for.

An exciting opportunity has now arisen within the Colchester Agency.

About the role

As a Customer Service Adviser within our growing team, you will play a key role in the success of an expanding local business, ensuring the office runs like clockwork and our customers are always happy. Providing exceptional customer service, you will handle enquiries, provide insurance quotations, sell the benefits of NFU Mutual policies, and undertake insurance transactions and general sales tasks with a ‘can-do’ proactive enthusiasm. You will also maximise inbound and outbound sales opportunities, cross-selling general insurance and Financial Services products to existing clients and assisting with renewal retention by using your excellent telephone manner to make the most of every call.

Preferably you will currently work in or have experience of motor and home insurance, but this is not essential.

• Initially you will provide sales and service for personal lines customers converting quotes into new and additional business. As you gain more experience, we will train you in our Commercial Package licenses so you can assist smaller business customers.
• Review customer policies and help retain business.
• Process all customer instructions for policy amendments.
• Record and manage customer leads using our CRM system, Microsoft Dynamics.
• Identify and initiate cross-selling opportunities.
• Initiate proactive sales activity to create new business opportunities for the Agency.
• Acquire and maintain knowledge of NFU Mutual General Insurance products, as applicable to product licenses.
• Spot opportunities to introduce customers to our Financial Adviser.
• Perform other duties as assigned by the Management Team.

About you

• Experience in motor/home/packages insurance preferred.
• Demonstrate the drive and can-do attitude required to provide a fantastic customer experience to our existing customers.
• Be a confident & effective communicator, both written and verbal.
• A proficient IT user with good interpersonal skills and communication skills are essential.
• Enjoy problem solving and work as part of a small team with a positive can-do attitude.
• Be prompt, reliable, and trustworthy.
• Be organised and able to work to deadlines as required.
• Have the ability to manage your own workload and prioritise accordingly.
• A minimum of 5 GCSEs (or equivalent including Maths and English).
• The ability to learn new systems, products, processes, and skills.
• Full training & development will be provided which includes technical knowledge and sales soft skills.
• Support with CII qualifications.
• A supportive and friendly working environment.
• 25 days holiday plus bank holidays and an extra day for Birthday.
• Pension.
• Free parking at our office in Great Tey.

Please apply in writing with CV and covering letter to: Lorraine Mead at Lorraine_e_mead@nfumutual.co.uk.

Your data will be stored for up to 1 year. No Agencies please.

Closing date for all applications: 8th May 2025.

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

Whatever your role, as a key member of your agency team, you’ll enjoy the chance to develop your insurance industry knowledge and skills and build a rewarding career. For most roles, you won’t necessarily need an insurance background. It’s more about your personal qualities – your ability to learn quickly, develop strong working relationships with a range of different people, and give customers excellent service with trusted advice and products.

Bring these qualities and you’ll be supported with a full range of training and development opportunities so you can build the career you want. These include the chance to gain an apprenticeship, as well as support to study for professional qualifications and full training in all aspects of the insurance industry.