Insurance Customer Service Advisor

Insurance Customer Service Advisor

* Build your career in insurance with NFU Mutual – a trusted, customer-first insurer.

* Based from home, but always connected – with regular team days and ongoing support

* Start alongside a supportive cohort and grow together in a structured learning environment

Salary: £25,753 + up to £6,000 annual bonus (paid monthly)

Location:

Homebased / Cardiff. We are ideally looking for candidates based within reasonable travelling distance of Cardiff due to regular in-person team events.

Working Hours:

This is a full-time role working 37.5 hours per week. During your initial training period, you’ll typically work Monday to Friday, 09:00–17:30. Once training is complete, you’ll move onto a rotational shift pattern between 08:00 and 20:00 Monday to Friday, plus 09:00–12:30 every other Saturday. Shifts are generally fixed for the week, giving you consistency and visibility of your working pattern in advance.

Although this is a home-based role, you may be required to attend face-to-face team days in Cardiff, along with optional team social events to help you stay connected.

Start Date:

27th April 2026

About the role

At NFU Mutual, our difference isn’t just the products we offer – it’s the conversations we have. As an Insurance Customer Service Advisor, you’ll support existing customers with renewals and policy enquiries across Motor and Home insurance, helping them feel confident their cover continues to meet their needs.

No insurance experience? That’s absolutely fine — we’ll teach you that. What matters most is your ability to listen, ask the right questions and build trust. You’ll typically handle 15–30 calls a day, with steady volumes that allow you to focus on quality conversations rather than rushing customers through.

Alongside delivering excellent service, you’ll work towards clear, achievable targets, including generating monthly insurance leads and managing your time effectively on calls and after-call work (ACW). This isn’t cold calling — leads come naturally from renewal conversations where you identify additional needs or update customer details. You’ll also support our growing digital services, guiding customers to use our online portal, access documents digitally and choose paperless options where it suits them.

We invest heavily in your development, beginning with six weeks of structured training. You’ll then spend two weeks working closely with a Team Leader to embed your learning, before moving into a supported environment with ongoing coaching tailored to your individual needs. You’ll begin with Motor products, achieving sign-off before gradually expanding into other personal lines. We also dedicate 10% of your time each week to personal and team development.

This is a homeworking role, and we’ll fully equip you to work comfortably and effectively from home, alongside a homeworking allowance. You’ll be part of a close-knit team with experienced Team Leaders, regular face-to-face time, and ongoing engagement activities to keep you connected.

It’s a supportive, down-to-earth environment where targets are there to guide and stretch you — not overwhelm you — and where success is genuinely recognised and celebrated.

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”. Further information can be found in the FCA Handbook.

In line with UK immigration regulations, this role is not eligible for visa sponsorship.

We may close this vacancy early depending on application volumes, so we encourage early applications to avoid disappointment.

About you

You’ll have recent customer service experience in a role where you’ve regularly engaged with customers, building rapport, handling enquiries and delivering a positive experience. Whether that’s in retail, hospitality, a contact centre or another customer-facing environment, you’ll be used to managing conversations confidently, understanding customer needs and taking ownership of queries from start to finish.

You’re comfortable…