Job Description

Customer Service Representative- Avon

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Varied customer service role with full training, development and progression opportunities


Embark on your insurance career within a unique and specialist team


Initially 100% Office based role working from our Head Office in Stratford Upon Avon for the first 6 months, moving to 60% office, 40% home working

About the role

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Join our specialist Avon Insurance team as a Customer Service Representative, where you'll play a vital part in supporting customers during some of life's most challenging moments. As a specialist provider of accidental death and personal accident plans, our work is meaningful and varied. You'll be the first point of contact for customers and their representatives, handling a wide range of queries from policy details and changes to sensitive bereavement calls.



This is not your typical call centre role, but rather a contact centre position, driven to deliver exceptional customer service. As part of a small, supportive team, you'll enjoy a broad remit that goes beyond answering calls. You'll process casework, manage policy changes, and contribute to continuous improvement by helping to update procedures and customer communications. You'll also have the opportunity to get involved in training, support, and even participate in shaping how we deliver our service.



Our hybrid working model offers flexibility, with the expectation that you'll be office-based for the first 4-6 months during training and probation. After this, you can split your time between home and the office.

About you

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You're a people person with a passion for delivering outstanding customer service, whether you've gained your experience in an office role, supporting customers over the phone, or you'll within retail, hospitality, or another customer-facing environment. You thrive in a team, adapt quickly to change, and are comfortable handling sensitive conversations with empathy and professionalism. Having previous experience within Insurance would be advantageous, but regardless of your interest or experience, you'll be given full training on our products and policies.



You're systems savvy, confident using Microsoft Office (Outlook, Word, etc.) and able to learn new systems quickly to enable you to navigate the different systems with ease. You're empathetic and listen actively to adjust your communication style to reflect the needs of our customers, delivering a bespoke service.



You're a real team player, keen to offer and accept help when needed. Your flexible attitude to work enables you to adapt to the variety of tasks, taking fluctuations in workload in your stride.



Overview of the skills that you'll be assessed on during the application process:



Confident using Microsoft Office (Outlook, Word, etc.), comfortable navigating multiple IT applications and managing digital casework efficiently
Previous experience working within a customer service environment is essential, coupled with a strong customer focus and a genuine desire to help others
Insurance experience is a bonus, but not required
Excellent teamwork and willingness to support colleagues
High attention to detail and accuracy in all tasks
Empathy and active listening, especially when dealing with bereavement or sensitive situations
Effective written and verbal communication skills
Flexibility and adaptability to manage a varied workload and changing priorities


If you're looking for a role where you can make a real difference, develop a broad skillset, and be part of a friendly, diverse team, we'd love to hear from you.

At NFU Mutual, we support an inclusive workplace and value all the differences that make us unique. We celebrate the creativity and innovation that comes from diverse perspectives and experiences and share a common vision of doing the right thing for our customers and employees.

We recognise that some candidates may experience barriers during the recruitment process. So, we encourage candidates to discuss any adjustments or accommodations they need to be the best they can be throughout our recruitment process.

We're proud to be a Disability Confident Employer, a Race at Work and Women in Finance Charter signatory and welcome applications from people of all backgrounds, regardless of age, ethnicity, disability, neurodiversity, gender, religion, marital status, sexual orientation, or socioeconomic background.

Benefits and Rewards

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When you join our team, you can expect a supportive culture and an attractive range of rewards and benefits including:



Salary up to 25,000 depending on experience
Annual bonus (up to 10% of salary)
Contributory pension scheme, up to 20%, including your 8% contribution
25 days annual leave + bank holidays + buy/sell/save holiday trading scheme
A Family Friendly policy that helps you balance your work and family responsibilities
Access to savings at High Street brands, travel and supermarkets
20 contribution to a monthly gym membership - subject to T&Cs
Health and wellbeing plan - cashback for dentist, opticians, physio and more
Access to voluntary benefits, including health assessments, private medical insurance and dental insurance
Employee Volunteering - volunteer in the community for one day each year
Unlimited access to Refer a Friend 500 bonus scheme
Life Assurance cover of 4 x salary
Employee discounts of 15% on a range of NFU Mutual insurance policies.

Working at NFU Mutual

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We're one of the UK's leading general insurance and financial services companies. For over 110 years we've put our customers at the heart of everything we do. Our people are just as important to us.



We pride ourselves on being "a great place to work" and our Gallup Exceptional Workplace 2025 award was not only awarded with Distinction but also named us as the first UK-based company to receive a Gallup Exceptional Workplace for ten years in a row. We are also the only Insurer to feature in the LinkedIn Top 15 Companies 2025 list of 'Best midsize employers to grow your career in the UK', the Glassdoor Best Places to Work UK List 2023 and 2024, and were recognised as a certified UK Top Employer by the Top Employers Institute in 2023, 2024 and 2025.



We offer a supportive culture where we empower and inspire our people to perform, offer them opportunities to grow, and recognise and reward their contribution. Our people are proud to work for a company that respects them and their communities, and they trust us to be financially sustainable, so we are successful now and in the future.

Stratford-upon-Avon

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Tiddington Road

Stratford-upon-Avon

Warwickshire

CV37 7BJ


Visit the Stratford-upon-Avon (Tiddington) office

Vacancy managed by

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Jenny Bruerton