NFU Mutual
Customer Service & Sales Adviser
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Great place to build your career
NFU Mutual is proud to be one of the UK’s leading insurers, recognised for our values, supportive culture, and award-winning customer service.
No insurance experience needed
We’ll give you all the training and support you need to succeed.
Hybrid working that works for you
During your training, you’ll be based in the office to make sure you’re fully supported. Once you’re confident and fully up to speed, you’ll enjoy the flexibility of working from home for up to 80% of your working week.
Start dates
- 21st September
- 28th September
Location
Glasgow City Centre (hybrid)
Salary
£26,773 + potential to earn £6,950 bonus per annum (paid monthly)
Full time working hours
- 37.5 hours per week
- Rotating shift pattern, with shifts running between 8am - 8pm, Monday to Friday and 9am – 12:30pm, Saturday.
About the role
At NFU Mutual, our difference isn’t just the products we offer – it’s the conversations we have. As a Customer Service & Sales Adviser, you’ll support new and existing customers by providing insurance quotations for Motor and Home policies, helping them understand their options and feel confident choosing the right cover for their needs.
No insurance experience? That’s absolutely fine — we’ll teach you that. What matters most is your ability to listen, ask the right questions and build trust. You’ll typically handle 20-25 calls per day, with steady volumes that allow you to focus on meaningful, quality conversations rather than rushing customers through a sale.
Alongside delivering excellent customer service, you’ll work towards clear, achievable targets, including generating monthly insurance sales and managing your time effectively on calls and after-call work (ACW). This isn’t cold calling — customers contact us to explore their options, and your role is to understand their circumstances, explain cover clearly and provide tailored quotations. You’ll also support our growing digital services, guiding customers to use our online portal, access documents digitally and choose paperless options where it suits them.
We invest heavily in your development, starting with six weeks of structured training. You’ll then spend two weeks working closely with a Team Leader to embed your learning, before moving into a supported environment with ongoing coaching tailored to your individual needs. You’ll begin with Motor insurance, achieving sign-off before gradually expanding into other personal lines, including Home insurance. We also dedicate 10% of your working week to personal and team development.
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Application Process
Our selection process includes a short online assessment, followed by a telephone interview with one of our Recruitment team. If successful, you’ll then be invited to attend a final virtual interview with skills-based interview questions and role play. Interviews are currently planned for the weeks commencing 3rd – 17th August.
In line with UK immigration regulations, this role is not eligible for visa sponsorship.
We may close this vacancy early depending on application volumes, so we encourage early applications to avoid disappointment.
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”. Further information can be found in the FCA Handbook.
About you
You’ll have recent customer service experience in a role where you’ve regularly engaged with customers, building rapport, handling enquiries and delivering a positive experience. Whether that’s in retail, hospitality, a contact centre or another customer-facing environment, you’ll be used to managing conversations confidently, understanding customer needs and taking ownership of queries from start to finish.
You’re comfortable working towards goals, confident using systems and ready to develop your skills in a structured, regulated environment where accuracy and customer outcomes really matter.
To succeed in this role, you’ll bring:
- Customer focus and strong communication skills – You build rapport easily, listen carefully and explain information clearly and professionally.
- Confidence working towards targets – You’re motivated by goals and understand the importance of balancing performance, efficiency and quality.
- Attention to detail and accurate data entry skills – You capture information precisely, update systems correctly and understand the importance of accuracy in a regulated environment.
- The ability to multi-task and strong IT proficiency – You can navigate multiple systems, talk to customers and input information at the same time while keeping conversations flowing naturally.
- Adaptability and a positive learning mindset – You’re open to feedback and new ways of working, willing to learn new products and processes, and able to adjust as your responsibilities grow.
- Resilience, initiative and problem-solving ability – You stay calm during busy periods, take ownership of customer queries, use your judgement and manage your time effectively when working from home.
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About us
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 £26,773 per annum
- Monthly bonus scheme
- 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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