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Customer Service Claims Handler

* Comprehensive training + ongoing development programme

* Up to 80% homeworking options available once you have successfully completed probation.

* 35-hour working week with no unsociable hours + great city centre location

About the Role

This is a superb opportunity for you to become a Customer First Response Claims Handler in our 60-strong Mutual Response team, where we’ll train you to respond to our existing customers when they need to make a motor insurance claim. The start date for this role is 13th January 2025.

Working hours: The role offers a 35-hour working week on a rotational shift pattern between 8am-8pm Monday to Friday, and 9am-2pm on Saturday (you’re likely to work 1 in every 6 Saturdays).

Our comprehensive in-house training programme, that includes a combination of classroom and academy based learning environment, will provide you with the knowledge you need to answer general motor insurance queries, confidently support customers at each step of making a claim, and ultimately set customers at ease when they need us most.

As a Customer First Response Claims Handler at Mutual Response, you’ll be the first point of contact for existing customers needing to make claims across a range of NFU Mutual motor insurance products and policies. Unlike a typical call centre, you’ll handle around 20 calls per day, allowing you the time to truly understand each customer’s needs, show genuine empathy, and provide the excellent customer service we’re known for. We’re proud of the team we’ve built and the supportive atmosphere we’ve created

We’re perfectly placed too. Easy to get to - thanks to close-by train, bus and underground stops - with Glasgow’s city centre shopping, coffee shops, bars, restaurants, cafés, gyms, banks and more, right on our doorstep.

We also understand how important a positive work-life balance is to you, so to help you give your best, we offer great facilities when you want to be in an office environment and the opportunity to work up to 80% of your hours from home once you have successfully completed probation.

About You

You're a natural communicator who can effortlessly engage and reassure people at what can be a stressful time. Any insurance experience would be beneficial, but if you're looking to start or develop a career in the insurance industry, all we ask is that you can demonstrate a target-driven approach, along with strong communication skills and a commitment to delivering excellent service: You must also have:

* Recent phone-based customer service experience

* A genuine passion for relationship building

* A natural ability to provide support and empathy, with a true customer focus

* Ability to adapt to different conversations and customers

* A basic level of PC literacy, including good keyboard and data entry skills

Please note this role is not eligible for skilled worker visa sponsorship

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.

Rewards & Benefits

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

* Salary up to £24,000 depending on experience

* Annual Bonus of up to 10%

* 25 days annual leave + bank holidays + buy more holidays if you love to travel

* Double time when you work on an English Bank Holiday

* Health and Wellbeing plan - cashback for dentist, opticians, physio and more

* Employee Assistance Programme

* Contributory pension scheme, up to 20%, including your 8% contribution

* £20 contribution to a monthly gym membership – subject to terms

* Access to savings at High Street brands, travel and supermarkets

* Unlimited access to £500 Refer a Friend bonus scheme

* Opportunity for funded Chartered Insurance Institute learning and professional development.

* Life Assurance cover of 4 x salary

* A Family Friendly policy that helps you balance your work and family responsibilities

* Employee discounts of 15% on a range of NFU Mutual Insurance policies

Working at NFU Mutual

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 are one of only 57 companies across the globe, and one of only two organisations with headquarters in the UK, to receive a Gallup Exceptional Workplace 2023 award. 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.

Customer Service Claims Handler