Senior Customer Service Representative

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Senior Customer Service Representative

• This is an office-based role, working Monday - Friday, 9am - 5pm with the potential for hybrid working in the future
• Join an organisation passionate about Employee Engagement
• This is an excellent opportunity to develop your career within a leading Financial Services organisation

About the Role

We have an exciting opportunity available for a Senior Customer Services Representative to join our team. You'll provide outstanding customer service and protect our customer relationships and NFU Mutuals reputation through actively managing customer, third party and internal telephone queries and requests so that the standards established by NFU Mutual, and relevant regulatory bodies are met.

As a Senior Customer Services Representative, your primary responsibility is to provide telephone-based support to our customers by delivering clear, accurate, and timely information on policy details, standard forms, literature, and fund values to both customers and Financial Advisors in alignment with NFUM procedures, quality standards, and service level agreements, fostering enduring relationships and embodying a customer-first approach.

You'll identify, record and act on customer dissatisfaction or customer vulnerability and manage a positive customer outcome by ensuring resolution within agreed SLA's or escalate to our complaints team ensuring compliance with FCA and NFU Mutual standards.

As a Senior member of the department, you'll play a vital role in enhancing customer service, quality, and controls by actively identifying opportunities for service improvement, thereby contributing to the overall performance of our team.

About You

You be a customer-focused individual with a positive, can-do attitude who is passionate about delivering exceptional service. With your strong customer service experience, you'll be committed to understanding and meeting our customers' needs, ensuring their satisfaction at every touchpoint. You will thrive in a dynamic, fast-paced environment, eager to learn and grow. To join our team you'll also have:

• Experience of working within a customer-focused environment, preferably within the Financial Services industry.
• Experience of handling and responding to customer queries, demonstrating strong communication skills - written and oral/telephone-based.
• Self-motivation with the ability to demonstrate both the capacity and eagerness to learn and build technical expertise
• Desire to enact positive changes and prioritise customer well-being
• Strong analytical skills and a keen eye for detail in interpreting data

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 - £30,012 per annum
• 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.

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 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.