Customer Service & Sales Advisor

Customer Service & Sales Advisor

Start alongside a supportive cohort and grow together in a structured learning environment. No insurance experience needed - we’ll give you all the training and support you need to succeed.

Remote working that works for you – This is a home-based role with regular travel required into central Cardiff for team meetings, training and engagement.

Salary: £26,733 + up to £6,950 annual bonus (paid monthly)

Working Hours: This is a full-time role working 37.5 hours per week remotely. During your initial few months 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.

Start Date: 3rd August 2026

At NFU Mutual, our difference isn’t just the products we offer – it’s the conversations we have. As an Insurance Customer Service & Sales 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.

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.

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 working towards goals, confident using systems and ready to develop your skills in a structured, regulated environment where accuracy and customer outcomes really matter.

• Customer focus and strong communication skills – You build rapport easily, listen carefully and explain information clearly and professionally.
• Confidence working towards targets – You’re motivated by goals and understand the importance of balancing performance, efficiency and quality.
• Attention to detail and accurate data entry skills – You capture information precisely, update systems correctly and understand the importance of accuracy in a regulated environment.
• Adaptability and a positive learning mindset – You’re open to feedback and…