Job Description

The role

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Customer Service Advisor - Horsham

Salary dependant on experience

Full Time

Permanent Contract

Location: Horsham

35 hours, Monday - Friday

Introduction to NFU Mutual

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.

About the Agency

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.



An exciting opportunity has now arisen within the Horsham Agency.

About the role:

A vacancy has become available in the NFU Mutual Horsham Branch for a Customer Services Advisor. This is an integral front line role, helping us to deliver excellent customer experience:



The successful applicant will be expected to undertake a wide variety of tasks including the following:

Review and process amendments to policies arising from changes to cover and circumstance, seeking opportunities for cross-selling, meeting the customer service standards and ensuring cover is appropriate Manage your own Microsoft Dynamics tasks and activities as well as the branch's Deliver and contribute to the effective and efficient running of the Branch including managing and directing correspondence, processing renewals, stationery and filing, to maintain customer relationships, to enhance and protect NFU Mutual's reputation and brand Identify, analyse and collate data relating to existing customers to generate prospects for General Insurance products and potential cross-selling opportunities for RMS and Life sales Collate, analyse and evaluate information for existing target customers to promote and sell, within licensed authority commercial and private General Insurance products, ensuring compliance with sales quality and advice standards and regulatory requirements Investigate, consult on and process claims, within licensed authority, applying criteria to prevent loss and fraud, meet customer service standards and identify opportunities for new business Policy cancellation refunds and non-payment of premiums, to prevent loss, prevent money laundering, meet customer service standards and maintain profitable growth Maintain own knowledge and skills to sell professionally and compliantly, delivering a consistently good experience to customers to meet the requirements and standards of NFUM, T&C scheme and our regulators You are the first line into the office on the phone, emails and walk-ins. You must be professional and represent NFU Mutual Horsham at all times

About you

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The successful applicant should:

Be a self-motivated individual Have first rate experience in a customer focussed environment General insurance experience/knowledge would be advantageous but is not essential Have good time management and organisational skills Be willing to learn and be enthusiastic Have a desire to work towards agency targets Have the ability to identify, understand and prioritise customer needs in order to deliver a high standard of advice and service Have the ability to assist others in developing existing and new business Have the ability to manage and prioritise workloads effectively Have the ability to build relationships with customers and colleagues Have excellent written and verbal communication skills Have flexibility, adaptability and openness to new ideas.

Qualifications/Other:

You will have a minimum of 5 GCSE's (or equivalent) at Grade C, including Maths and English. Ideally working towards the Advanced Diploma in Insurance or desire to in the future. Proficient in the use of Microsoft office and sales support systems

Our commitment to you:

Competitive salary and bonus structure Access to staff pension scheme (employer to contribute) Opportunity to build a successful career in a business set up for growth Training and support given

Benefits

Competitive salary and bonus structure Career progression opportunities Company events Company pension Financial planning services Free On-site parking

Please apply in writing with CV and covering letter to: Nicola_Eker@nfumutual.co.uk

Closing date for all applications: 31/12/2025.

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