Customer Service Claims Handler

Job details# Customer Service Claims Handler Region:
Scotland

Location:

Glasgow Contract type:
Permanent Reference number: CSDI
04605

Working pattern:
Full-time Salary: £25,500 + 10% annual bonus + benefits package

Closing date: 5th November 2026

Apply now## Customer Service Claims Handler
* No insurance experience needed – we’ll give you all the training and support you need to succeed.
* Join one of the UK’s Top Employers, recognised for putting people first and creating a great place to work.
* Hybrid working available, where you can work from home up to 80% of the time once you’re up to speed.  
** Start date** – Monday, 11th January  
** Location** – Glasgow City Centre  
** Salary** – Starting at £25,500 depending on experience  
** Working hours** – 35 hours per week on a rotating shift pattern, with shifts running between 8am and 8pm, Monday to Friday, plus an average of one in five Saturdays from 9am–2pm (with a day off in lieu). During your first few months of training, you’ll work Monday to Friday, 9am–5pm## About the role

As a Claims Handler, you’ll be the first point of contact for our customers when they need us most. From car accidents to commercial motor claims, you’ll take first notification of loss calls and guide customers through what can often be a stressful time, making sure they feel listened to and supported.  Our Claims department is evolving as we expand and diversify as a business, so you’ll be helping a broader range of customers with a wide variety of claims.

No two days are ever the same, and unlike a typical contact centre, you’ll have the time you need to get things right and deliver great service.  From day one you’ll be part of our academy, with full training on policies, processes, and systems, followed by call listening, practice sessions, and live calls with support you'll work closely with our academy lead, before progressing into the wider team and continuing to grow.  

We’re proud that many of our vacancies come from internal mobility and promotions, meaning there’s real opportunity to develop your career with us. Whether you see your future in claims or elsewhere in NFU Mutual, you’ll have plenty of options to explore.  You’ll also be joining a sociable, supportive team, with regular office events, team nights, and fun incentives. With hybrid working once you’re up to speed, and a business that truly invests in its people, this is a role where you’ll build your skills, grow your career, and make a real difference for our customers.

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* Application Process:

** Our selection process includes a short online assessment, followed by a telephone interview with one of our Talent Acquisition team.  If successful, you’ll then be invited to attend to join us for an assessment centre at our Glasgow Office for a final skills-based interview question, group activity and role-based activity. These will be taking place from on week commencing 16th November and 23rd November.

*** 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 youYou don’t need insurance experience to join us - we’ll give you all the training and support you need. What really matters is recent customer service experience, the ability to stay calm under pressure, and the people skills to make every customer feel listened to and reassured.  

Here are the key skills we’re looking for:
* ** Resilience** – able to work under pressure and stay positive in a fast-paced environment, especially when supporting customers in stressful situations.
* ** Communication** – clear and confident, both in listening and explaining next steps, while…