Customer Service Advisor

NFU Mutual; Glasgow; Hybrid; GBP 22,000 - 23,000

Job description

Customer Service Advisor

£22,928 + up to £5,500 annual bonus (paid monthly)
Central Glasgow (G2)

20 positions available. Comprehensive training provided + bonus throughout training.

Full-time positions with varied shift patterns and hours + great city centre location.

Up to 80% homeworking options available once your training is complete.

About the role

Due to an increase in customer demand and an exciting transformational programme being put in place, we’re now recruiting Customer Service Advisors for our Mutual Direct team. You’ll join as part of a 20-strong cohort, and together we’ll train you to handle new customer general sales enquiries for NFU Mutual insurance, including motor, property and pet and equine products. You’ll bring your personal style to all customer conversations, provide excellent service and ask the right questions to ensure we offer the best solutions to new customers.

Working Hours: The role offers a rotational shift pattern between 08:00 and 20:00 Monday - Friday and 09:00 – 12:30 Saturday (you are likely to work around 3 in every 7 Saturdays).

At NFU Mutual, we believe our success doesn’t come from products alone — it’s down to our people and the service they deliver to our customers. This is why we provide an extensive in-house training programme, which typically takes 4-6 months, designed to give you all you need to be a success in the role. We also dedicate 10% of your time each week to both personal and team development.

We aren’t like other contact centres. This isn’t a hard-selling, high-volume environment. It's all about making sure our customers are fully and properly protected. On a typical day you can expect to take just 15-18 calls, because we believe it’s important that enough time is taken to really understand our customers’ needs.

About you

You’re passionate about delivering excellent customer service and thrive on having goals to achieve and targets to hit. Whether you’re starting your career in insurance or want to take your next step within the industry, you’re ready to learn how to be great at sales.

Communication is a really important part of your role here and so it's important that you are able to demonstrate a natural ability when it comes to building rapport with customers. To join our team, you’ll also have:

1. A positive attitude and strong work ethic
2. The desire to build rapport with customers
3. A proactive mindset to find the best solutions for customers

Any insurance experience would be welcomed but isn’t essential as we’ll provide excellent training and ongoing support. Experience from a customer-facing role, such as in a retail or hospitality environment would be beneficial.

Benefits and Rewards

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

1. Salary £22,928 per annum
2. Annual bonus up to £5,500 once your training is complete (paid monthly)
3. 37.5 hour working week
4. 12.5% bonus throughout your initial training period
5. Contributory pension scheme, up to 20%, including your 8% contribution
6. 25 days holiday + bank holidays + buy/sell/save holiday trading scheme
7. A Family Friendly policy that helps you balance your work and family responsibilities
8. Access to savings at High Street brands, travel and supermarkets
9. £20 contribution to a monthly gym membership – subject to T&Cs
10. Health and wellbeing plan - cashback for dentist, opticians, physio and more
11. Employee Volunteering - volunteer in the community for one day each year
12. Unlimited access to Refer a Friend £500 bonus scheme
13. Life Assurance cover of 4 x salary
14. 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 are one of only 39 companies across the globe, and the only organisation 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 and the Glassdoor Best 50 Workplaces List 2023.

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.

Glasgow

Centenary House
69 Wellington Street
Glasgow
G2 6HG

Visit the Glasgow office
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