Customer Service Advisor

Role:
Customer Service Adviser £25,000-£27,000 + bonus (dependant on experience)

Full Time position

Location:

Colchester & North Essex Agency

Monday to Friday 9.00 am to 5.00 pm (37.5 Hours)

NFU Mutual offers a wide range of products and services, including general insurance, life, pensions and investments and has been providing quality insurance for its customers for over 110 years. We carefully balance delivering excellent service to our customers whilst ensuring the business is run effectively. As a mutual, supporting our customers and paying their claims comes first. We are a top ten UK insurance company and the UK’s largest rural insurer, with an agency network of over 250 local offices.

As a local agency of NFU Mutual we deliver a first‑class service, and sell their product range across our region, to customers old and new, who are at the core of everything we do. We are a business where honesty, integrity and trust are at the heart of our values. We champion the personal approach to customer service that NFU Mutual are famous for.

As a Customer Service Adviser within our growing team, you will play a key role in the success of an expanding local business, ensuring the office runs like clockwork and our customers are always happy. Providing exceptional customer service, you will handle enquiries, provide insurance quotations selling the benefits of NFU Mutual policies and undertake insurance transactions and general sales tasks with a ‘can‑do’ proactive enthusiasm.

You will also maximise inbound and outbound sales opportunities, cross‑sell general insurance and Financial Services products to existing clients and assist with renewal retention by using your excellent telephone manner to make the most of every call. Preferably you will currently work in or have experience of motor and home insurance but this is not essential.

• Initially you will provide sales and service for personal lines customers converting quotes into new and additional business. As you gain more experience we will train you in our Commercial Package licenses so you can assist smaller business customers.
• Review customer policies and help retain business.
• Process all customer instructions for policy amendments.
• Record and manage customer leads using our CRM system, Microsoft Dynamics.
• Identify and initiate cross‑selling opportunities.
• Initiate proactive sales activity to create new business opportunities for the Agency.
• Acquire and maintain knowledge of NFU Mutual General Insurance products, as applicable to product licences.
• Spot opportunities to introduce customers to our Financial Adviser.
• Perform other duties as assigned by the Management Team.

• Experience in motor/home insurance essential and packages preferred.
• People who can demonstrate the drive and can‑do attitude required, to provide a fantastic customer experience to our existing customers.
• Be a confident & effective communicator, both written and verbal.
• A proficient IT user with good interpersonal skills and communication skills is essential.
• Enjoy problem solving and work as part of a small team with a positive can‑do attitude.
• Be prompt, reliable and trustworthy.
• Be organised and able to work to deadlines as required.
• Have the ability to manage your own workload and prioritise accordingly.
• A minimum of 5 GCSE’s (or equivalent including Maths and English).
• The ability to learn new systems, products, processes and skills.

• Full Training & Development will be provided which includes technical knowledge and sales soft skills.
• Support with CII qualifications.
• A supportive and friendly working environment.
• 25 days holiday plus bank holidays.
• Free parking at our office in Great Tey.
• Company Pension Scheme.

Closing date for all applications: 24th July 2026.

Please note you will be employed by an Agent of NFU Mutual and not NFU Mutual directly.