Customer Service Advisor

£24,139 + up to £6,000 Annual Bonus (paid monthly) + Benefits Package

• 20 full-time positions available in our expanding team.
• Comprehensive training opportunities to set you up for success.
• Up to 80% homeworking options available once you’re up to speed.

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) and you’ll work 37.5 hours each week. Upon successful completion of your probation, you’ll have the opportunity to increase your contract to 40 hours, taking your annual salary to £25,748 and your annual bonus potential to £6,400.

Start Dates: Monday 1st July and Monday 15th July. You’ll need to be able to commit to full-time hours during training, and so will not be able to join this cohort if you have annual leave planned within 4 weeks of the start date.

About the role

Due to an on-going increase in customer demand, we’re now recruiting Customer Service Advisors for our Mutual Direct Sales 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 & Equine products. We use a limited number of scripts here, and so you’ll be able to bring your personal style to all customer conversations, ensuring we offer the best solutions to new customers.

We aren’t like other contact centres. Our priority is ensuring our customers feel fully supported and protected, which means we take the necessary time to address individual needs. On average, you’ll handle around 20 calls per day, striking a balance between efficiency and personalised service. Sales for us is not about pushing hard for numbers. Instead, it’s about providing an excellent service that naturally leads to sales. We do have targets, but they’re achievable and approached through a focus on quality interactions rather than aggressive sales tactics. No cold calls here - just genuine connections and meaningful conversations.

We provide an extensive in-house training programme, which typically takes 4-6 weeks, designed to teach you everything you need to know to be a success in the role. We also dedicate 10% of your time each week to both personal and team development, offering a structured upskilling approach and continuous in-role development.

To be eligible for this role all candidates must have the continuous right to work in the UK and any offer of employment is conditional upon this requirement being satisfied. NFU Mutual have assessed this Customer Service role and have established it does not meet the criteria for the Skilled Worker Visa Sponsorship.
This role falls under Insurance Distribution Directive requirements, and as a result, role holders will be required to demonstrate ongoing Continuous Professional Development in role, along with undergoing regular re-screening to show that they are of "Good Repute".

About you

You’ll have recent experience delivering excellent Customer Service, whether that be in a contact centre, retail or hospitality. You’re a keen learner who is eager and self-motivated to expand your skills and knowledge, embracing new challenges with enthusiasm and a growth mindset. Don’t worry if you’re not an insurance expert - we’ll teach you all you need to know in that regard.

Communication is a key part of your role here and so it's important that you can demonstrate a natural ability and passion when it comes to building rapport with customers. You’ll also:

• Have the ability to navigate various systems and seamlessly multitask in a fast-paced environment
• Be comfortable and motivated when working towards targets
• Have a positive attitude and strong work ethic
• Be able to thrive in ambiguous customer situations and proactively adapt and respond with creativity and empathy rather than scripted responses
• Have a great attention to detail coupled with the ability to actively listen and ask follow-up questions to discover optimal solutions for our customers

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 £24,139 per annum
• Annual bonus up to £6,000 once your training is complete (paid monthly)
• Contributory pension scheme, up to 20%, including your 8% contribution
• 25 days holiday + 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
• Employee Volunteering - volunteer n 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.

Closing date for applications: 17th May 2024.