Customer Service Advisor Apprentice (NFU Mutual Buckinghamshire)

Location: Aylesbury, Buckingham
Closing date: 17 days (Friday 30 October 2026 at 11:59pm)
Posted on: 12 October 2026

Summary

Work with customers over the phone and by email to offer insurance solutions varying business and personal needs.

Wage: £16,640 to £26,436.80, depending on your age
Training course: Insurance professional (level 4)
Hours: Monday - Friday, 9am - 5.30pm
Start date: Monday 30 November 2026
Duration: 2 years

Work

What you'll do at work

• Processing midterm adjustments and changes to client records and policies ensuring the highest possible levels of customer service
• Probing for gaps in cover that could leave a client open to a claim and making relevant recommendations to ensure that they are fully protected
• Generating leads and new business through consistent cross selling and customer service
• Meeting all monthly, quarterly and annual KPIs and targets

Where you'll work

• Lake House, Chilton Business Centre, Chilton, Aylesbury, HP18 9LS
• The Creamery, Brackley Road, Buckingham, MK18 1JD

Training

Training provider

DAVIES LEARNING SOLUTIONS LIMITED

Training course

Insurance professional (level 4)

Course contents

• Provide customer service by making informed decisions whilst balancing the needs of stakeholders and the organisation, prioritising fair customer outcomes in all decisions, for example determining a high value insurance payout while balancing business needs with customer retention practices.
• Investigate, analyse, and resolve technical insurance queries, complaints, and escalated cases and requests relevant to their role.
• Work within limits of own authority, and escalating issues where appropriate.
• Communicate with stakeholders using methods appropriate for the intended audience in line with organisational expectations, including verbal, written, digital, and virtual.
• Interpret and communicate insurance and business information in a way that facilitates understanding for the intended audience, for example finance and non-finance stakeholders.
• Build and maintain collaborative, professional relationships with internal and external stakeholders.
• Contribute towards achieving team and organisational objectives.
• Identify opportunities for continuous improvement and recommend solutions to improve processes.
• Use influencing techniques to achieve required aims and outcomes relevant to their role.
• Analyse and interpret information to make recommendations in line with legal, regulatory, process, or policy requirements, and insurance principles.
• Identify potential non-compliance issues and take action to avoid or mitigate issues in line with financial services regulation, legislation and the insurance principles.
• Provide technical advice and support for colleagues, for example acting as an escalation point for junior colleagues or providing feedback to ensure compliance and accuracy.
• Take an evidence-based approach to decision-making and challenge ideas based on evidence, considering the impact on business objectives.
• Use digital tools and techniques relevant to own role and workplace, for example, AI analytics, modelling, telematics, portals, online placements, products, pricing.
• Comply with current data legislation, cyber security regulations, and organisational policies, including when managing and storing client data safely and securely.
• Apply current and developing sustainability principles relevant to insurance products and working practices within their business area.
• Apply principles and policies of equity, diversity, and inclusion where appropriate.