NFU Mutual
Customer Service Representative - Avon Insurance
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Varied customer service role with full training, development, and progression opportunities
Embark on your insurance career within a unique and specialist team
Initially 100% Office based role working from our Head Office in Stratford Upon Avon for the first 6 months, moving to 60% office, 40% home working
About the role:
Join our specialist Avon Insurance team as a Customer Service Representative, where you’ll play a vital part in supporting customers during some of life’s most challenging moments. As a specialist provider of accidental death and personal accident plans, our work is meaningful and varied. You’ll be the first point of contact for customers and their representatives, handling a wide range of queries from policy details and changes to sensitive bereavement calls.
This is not your typical call centre role, but rather a contact centre position, driven to deliver exceptional customer service. As part of a small, supportive team, you’ll enjoy a broad remit that goes beyond answering calls. You’ll process casework, manage policy changes, and contribute to continuous improvement by helping to update procedures and customer communications. You’ll also have the opportunity to get involved in training, support, and even participate in shaping how we deliver our service.
Our hybrid working model offers flexibility, with the expectation that you’ll be office-based for the first 4–6 months during training and probation. After this, you can split your time between home and the office.
About you:
You’re a people person with a passion for delivering outstanding customer service, whether you’ve gained your experience in an office role, supporting customers over the phone, or you're within retail, hospitality, or another customer-facing environment. You thrive in a team, adapt quickly to change, and are comfortable handling sensitive conversations with empathy and professionalism. Having previous experience within Insurance would be advantageous, but regardless of your interest or experience, you’ll be given full training on our products and policies.
You’re systems savvy, confident using Microsoft Office (Outlook, Word, etc.) and able to learn new systems quickly to enable you to navigate the different systems with ease. You’re empathetic and listen actively to adjust your communication style to reflect the needs of our customers, delivering a bespoke service.
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You’re a real team player, keen to offer and accept help when needed. Your flexible attitude to work enables you to adapt to the variety of tasks, taking fluctuations in workload in your stride.
Overview of the skills that you’ll be assessed on during the application process:
- Confident using Microsoft Office (Outlook, Word, etc.), comfortable navigating multiple IT applications and managing digital casework efficiently
- Previous experience working within a customer service environment is essential, coupled with a strong customer focus and a genuine desire to help others
- Insurance experience is a bonus, but not required
- Excellent teamwork and willingness to support colleagues
- High attention to detail and accuracy in all tasks
- Empathy and active listening, especially when dealing with bereavement or sensitive situations
- Effective written and verbal communication skills
- Flexibility and adaptability to manage a varied workload and changing priorities
If you’re looking for a role where you can make a real difference, develop a broad skillset, and be part of a friendly, diverse team, we’d love to hear from you.
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 £25,000
- 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.
- Salary sacrifice employee car scheme - subject to eligibility
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Working at NFU Mutual:
We’re one of the UK’s leading general insurance and financial services organisations, and for over 110 years we’ve put our customers at the heart of everything we do. Our people are just as important to us, so we’re proud to be recognised as “a great place to work”.
Our Gallup Exceptional Workplace 2026 award was not only awarded with Distinction, but it also marked us as the first UK based company to earn a Gallup Exceptional Workplace award for eleven consecutive years. We’ve also been consistently recognised by Glassdoor. We appeared in the Glassdoor Best Places to Work UK list in 2023, 2024 and 2026 — and in 2026, we were the highest ranked insurance business in the UK, highlighting our strong employee experience and the positive feedback our people share on the platform.
Additionally, we were named in the LinkedIn Top Companies 2026 list of “Best midsize employers to grow your career in the UK”, and we’ve been certified as a UK Top Employer by the Top Employers Institute in 2023, 2024, 2025 and 2026.
We offer a supportive and empowering culture where people are inspired to perform, given opportunities to grow, and recognised and rewarded for 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’re successful now and in the future.
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