Customer Service Advisor

Customer Service Advisor
£24,139 + up to £6,000 Annual Bonus (paid monthly) + Benefits Package
Central Glasgow
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20 full-time positions available in our expanding team.
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Embark on your career journey with comprehensive training opportunities to set you up for success.
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Up to 80% homeworking options available once you’re fully trained.
Working Hours: The role offers a rotational shift pattern between 08:00 and 20:00 Monday - Friday and 09:00 – 12:30 Saturday (you are likely to work around 3 in every 7 Saturdays) and you’ll work 37.5 hours each week. Upon successful completion of your probation, you’ll have the opportunity to increase your contract to 40 hours, taking your annual salary to £25,748 and your annual bonus potential to £6,400.
Start Dates: The two start dates we have available are Monday 1st July and Monday 15th July. You’ll need to be able to commit to full-time hours during training, and so will not be able to join this cohort if you have annual leave planned within 4 weeks of the start date.
About the role
Due to an on-going increase in customer demand and an exciting transformational programme underway, we’re now recruiting Customer Service Advisors for our Mutual Direct Sales team. You’ll join as part of a 20-strong cohort, and together we’ll train you to handle new customer general sales enquiries for NFU Mutual insurance, including Motor, Property and Pet & Equine products. We use a limited number of scripts here, and so you’ll be able to bring your personal style and authenticity to all customer conversations, providing excellent service and asking the right questions to ensure we offer the best solutions to new customers.
We aren’t like other contact centres. Our priority is ensuring our customers feel fully supported and protected, which means we take the necessary time to address everyone’s individual needs. On average, you’ll handle around 20 calls per day, striking a balance between efficiency and personalised service. Sales for us is not about pushing hard for numbers. Instead, it’s about providing an excellent service that naturally leads to sales. We do have targets for you to work towards, but they’re achievable and are approached through a focus on quality interactions rather than aggressive sales tactics. No cold calls here – just genuine connections and meaningful conversations.
At NFU Mutual, our success doesn’t come from products alone — it’s down to our people and the service they deliver to our customers. This is why we provide an extensive in-house training programme, which typically takes 4-6 weeks, designed to teach you everything you need to know to be a success in the role. We also dedicate 10% of your time each week to both personal and team development, offering a structured upskilling approach and continuous in-role development.
Our office is perfectly placed and easy to get to - thanks to close-by train, bus and underground stops - with Glasgow Central station just a 2-minute walk away. We also have shopping, coffee shops, bars, restaurants, cafés, gyms, banks and more, right on our doorstep.
To be eligible for this role all candidates must have the continuous right to work in the UK and any offer of employment is conditional upon this requirement being satisfied. NFU Mutual have assessed this Customer Service role and have established it does not meet the criteria for the Skilled Worker Visa Sponsorship.
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”.
About you
You’ll have recent experience delivering excellent customer service, whether that be in a contact centre, in retail, or in hospitality. You’re a keen learner who is eager and self-motivated to expand your skills and knowledge, embracing new challenges with enthusiasm and a growth mindset. Don’t worry if you’re not an insurance expert – we’ll teach you all you need to know in that regard.
Communication is an important part of your role here and so it's important that you can demonstrate a natural ability and passion when it comes to building rapport with customers. You’ll also:
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Have the ability to navigate various systems and seamlessly multitask in a fast-paced environment.
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Be comfortable and motivated when working towards targets.
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Have a positive attitude and strong work ethic.
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Be able to thrive in ambiguous customer situations and proactively adapt and respond with creativity and empathy rather than relying on scripted responses.
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Have a great attention to detail coupled with the ability to actively listen and ask follow-up questions to discover optimal solutions for our customers.
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:
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Salary £24,139 per annum
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Annual bonus up to £6,000 once your training is complete (paid monthly)
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37.5 hour working week
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Contributory pension scheme, up to 20%, including your 8% contribution
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25 days holiday + bank holidays + buy/sell/save holiday trading scheme
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A Family Friendly policy that helps you balance your work and family responsibilities
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Access to savings at High Street brands, travel and supermarkets
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£20 contribution to a monthly gym membership – subject to T&Cs
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Health and wellbeing plan - cashback for dentist, opticians, physio and more
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Employee Volunteering - volunteer in the community for one day each year
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Unlimited access to Refer a Friend £500 bonus scheme
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Life Assurance cover of 4 x salary
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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.
Closing date for applications: 17th May 2024.
Customer Service Advisor