Customer Service Claims Handler

• Exciting career progression opportunities and a supportive work environment


• 35 hour working week, Monday to Friday with no weekend work


• This is a hybrid with up to 80% homeworking and 20% in Belfast after successful probation

As a Customer Service Claims Handler within our Injury department in our Belfast office, you’ll be part of a thriving team that manages our customer’s claims end to end, from initial claim through to settlement. You’ll investigate and process claims with the policy holders’ best interests at heart, while preventing any fraudulent activity.

At NFU Mutual we put our customers at the heart of everything we do. We're proud to have built an enviable reputation for exceptional member loyalty, which is why 9 out of 10 customers renew with us each year. You’ll engage with our customers, NFU Mutual Agents and a variety of third parties to gather the necessary information that’ll help you make fair decisions on our customer’s claims. We always look for ways to settle our customers’ claims, this means less no and more yes, which makes working in our claims team altogether more satisfying and rewarding.

To help you become the best you can be, we provide comprehensive training when you first start that involves 5-6 months in the office full time. This includes classroom learning, shadowing and individual support from Team Leader and senior members of the team. When the training is complete, we’ll provide a supportive learning environment so you can confidently progress on your Claims Handler journey. Your line manager will also support you to build a personal development plan which you can expect to have conversations about all year round.

We’re offering you a 35-hour week with shift patterns running from Monday to Friday between 8am to 6pm. As well as no weekend working, we offer a hybrid working model which means that once you’ve completed probation, you can work from the comfort of your own home for up to 80% of the time. With an average of 3-5 inbound calls per day, you’ll be provided the autonomy to manage your workload and plan any outbound calls. You’ll be joining a thriving and vibrant team that enjoys group social activities as much as we enjoy helping our local communities and charity organisations.

You’ll bring your strong communication skills, both written and verbal, to confidently deliver exceptional Customer Service. Proficient in using systems and software applications you also have an eagerness to learn.
Any insurance experience would be desirable but isn’t essential as we’ll provide excellent training and ongoing support. Experience within similar industries would be desirable, such as financial services or banking. To join our team, you’ll:

• Have a passion for Customer Service and proven experience in a UK based customer-facing role


• Be an empathetic, supportive communicator who listens and responds to customer’s needs


• Continually adapt your approach and easily multi-task in a fast-paced environment.

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.

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

• Salary £21,000-£25,000 per annum depending on experience


• 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. 

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 we're  one of only 60 companies across the globe to receive a Gallup Exceptional Workplace 2024 award, and one of only 2 companies to receive the award for the ninth consecutive year. 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.