Customer Service Operations

Always looking at ways to improve things for our customers

With over 1000 members of staff serving our customers on the front line, it is really important that they are supported in delivering a world class experience to our customers. Join one of our Customer Service Operations teams at Head Office in Stratford-upon-Avon, or our Regional Service Centres in York, Bristol and Glasgow, and you’ll find that we’re always looking to improve things for our service centre colleagues, and our customers.

From the way we handle complaints to making sure we work within the regulations. It’s about working together, building our knowledge, seeing how we can do things better and understanding what makes our customers tick. This means we get involved in a wide range of work, offering you the chance to develop your skills across both the department and the wider business.

Systems are used through the business, from claims and underwriting to complaints and counter fraud. In the BSI Team we manage changes and improvements to these systems. There are always change requests in the pipeline, so it is important that we work together with our stakeholders through the business to really understand change requests to make sure they will deliver the full benefit, and to assess its priority.

We are open with our stakeholders about when the change can be expected, and the rationale for the timescale. Once a system change is underway we make sure any changes we make run smoothly, with no disruption to the business and with as little impact as possible on the quality of our service.

Change is a constant, and in the Change Delivery team we work with claims, underwriting, and complaints teams to ensure that our processes deliver the best possible experience for our customers and our staff. Our best ideas come from the people on the front line who deal with our processes every day, so it’s important that we listen to their ideas and work together to build upon them.

It’s about creating clear guidance to give our staff the confidence to do a great job for our customers, and that excellent customer experience is delivered consistently through all our operations.

NFU Mutual is proud of the awards it wins for its customer service, but we don’t rest on our laurels. The Customer Experience Team is here to constantly monitor customer satisfaction, and the causes of complaints to find ways to constantly improve things for our customers. We use a variety of innovative methods to get feedback from customers and Agents.

We use our expertise and business knowledge to understand the feedback and play that back to the business, and our external suppliers in a meaningful way. It’s important that the team has a good understanding of the business and its suppliers as this allows us to always provide the best customer experience.

Complaints can be tricky, there are often multiple points of view to consider. Our job is to listen to the customer, and also listen to our own teams and suppliers to fully understand the issue that has led to the complaint. Regulatory and internal guidelines set the scene, but team members are challenged to work with all parties to fully understand the options, and find a solution that is fair to the customer, NFU Mutual and its suppliers.

Its important that we learn from our mistakes, so the team are always looking for ways that complaints could have been avoided and follow a defined process to feed these back into the Customer Experience and Change Delivery teams so it doesn’t happen again. In short, we play a big role in making sure NFU Mutual remains a great place to do business with.

In this team we play a crucial role in freeing our people up to spend more time on what they do best – giving our customers great service. How? By working closely with the business see how new technologies can automate some of their more repetitive tasks and improve our performance. It’s exciting and innovative work, from developing and constantly improving our robotics platform to assessing how things like cognitive…