Customer Service Claims Handler

No insurance experience needed just bring your people skills and well do the rest, with full training and support from an award-winning insurer thats ready to invest in you. Join either our Property or Pet & Equine Claims team!

Working hours:

35 hour working week, Monday to Friday between 8am - 6pm with no weekend work Hybrid working - with up to 80% homeworking and 20% in York after a successful training period. You'll also have the option to extend or condense your contractual working hours up to 40 per week, with condensed working hours following successful probation, subject to operational requirements.

Salary:
Up to £26,000 depending on experience  up to 10% annual bonus

Start date:

Youll join our team as part of a cohort on 30thMarch 2026 About the role If youre someone who enjoys solving problems, speaking with people and making a difference, this could be a brilliant opportunity to try something new. We are currently recruiting for two teams Property claims and Pet & Equine claims. Regardless of which team youre in, as a Claims Handler in our York office, youll be part of a close-knit team helping customers when they need us most whether its storm damage, a burst pipe, or support with vet treatment for beloved pet.

At NFU Mutual, we do things differently. As a mutual, were owned by our customers rather than shareholders, which means were always focused on doing the right thing. We pay out on 98% of claims and look for ways to help our customers, not reasons to say no. It makes the role all the more rewarding as youll be helping people move forward during what can be a really stressful time.

Youll manage claims from start to finish, using your judgement and empathy to make fair decisions and guide customers through the process. Youll work closely with NFU Mutual Agents, customers and third parties to gather the right information, keep things moving, and ensure everyones kept in the loop. You dont need to have insurance experience well give you all the training and support you need, including: A structured induction with classroom learning, shadowing and one-to-one support Ongoing guidance from your Team Leader and experienced colleagues A personal development plan that grows with you Once you're up to speed, youll enjoy hybrid working up to 80% from home and a 35-hour week with no weekend shifts.

The team are friendly, down-to-earth and genuinely supportive everyone works together towards shared goals and takes real pride in doing a great job for our customers. We regularly get involved in charity and community events too, so theres a real sense of purpose and belonging. Day to day, youll:
Speak with customers, NFU Mutual Agents and suppliers to understand whats happened Investigate and assess property claims fairly and thoroughly Make confident decisions while keeping empathy and clarity front of mind Identify any signs of potential fraud and take appropriate steps Our Claims team plays a huge role in why 9496% of our customers choose to stay with us each year.

Weve also been recognised by Which? as a top insurer for customer satisfaction, and the work our Claims Handlers do is right at the heart of that success. Recruitment process :
Our recruitment process consists of a few simple steps: an online application form, a friendly introduction call with a member of our Talent Acquisition team, and a skills-focussed interview at our York office. Interviews will be held in person, week commencing 2 nd February. Please note this vacancy may close at any time once sufficient applications have been received. Early submission of your application is therefore encouraged.

About you Youll play a key role in helping our customers when they need us most - handling claims with care, clarity, and confidence. Whether youve worked in insurance before or youre looking to step into something new, well give you the training and support to thrive. Youll be confident using IT systems, enjoy working with others, and bring a positive, can-do attitude to a fast-paced and varied role.

To succeed in this role, youll bring a great mix of people skills and practical ability, including:
Customer focus and empathy You genuinely care about doing the right thing, with recent experience in a customer-facing environment where you've handled queries, offered support, and guided people through what can often be a stressful time. Effective communication and collaboration Youre clear and confident when speaking or writing, and work well with others to share ideas, solve problems and support shared goals.

Problem solving and adaptability You can think on your feet, adapt to changing situations, and find practical, fair solutions even when things get a little unpredictable. Time management, organisation and prioritisation Youre able to stay on top of a busy workload, knowing what to focus on and when, without losing sight of the detail. Comfort in a fast-paced environment You stay calm under pressure and enjoy the variety that comes with a…