Customer Service Advisor

The roleCustomer Service AdvisorSalary - £24,000Permanent ContractLocation: NFU Mutual's Agency - Edinburgh & The Lothians, The Old Farmhouse, Rural Centre, West Mains, Ingliston, Newbridge, EH28 8NZ (In Office)Full-Time Position, 4-day weekThe Agency works on a 4-day per week arrangement with staff starting at 8am and finishing at 5pm. The benefit of this is a healthier work-life balance, and an extra day off per week as personal time without compromising on salary.Introduction to NFU MutualNFU 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 officesAbout the AgencyAs 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 Edinburgh & The Lothians Agency.About the role:Based at our Edinburgh & The Lothians Office, this is a fantastic opportunity for a positive, friendly, customer focused candidate looking for opportunities within the Insurance and Financial Services Sector in a client-facing environment and in a rapidly growing business.As a Customer Service Advisor, you will support the efficient operation of the agency by delivering a high standard of service to NFU Mutual customers. You will handle a range of customer enquiries, provide information and guidance on insurance products and services, and process policy amendments following changes in customers' circumstances.In addition to customer service responsibilities, you will undertake a variety of administrative duties to support the day-to-day running of the office. This will include preparing and issuing renewal documentation, processing policy renewals, managing incoming and outgoing correspondence, maintaining accurate customer records, and ensuring all policy documentation is completed accurately and in accordance with company procedures.The successful candidate will demonstrate excellent communication and organisational skills, strong attention to detail, and a proactive, customer-focused approach. You will work collaboratively with colleagues to ensure customers receive an efficient, professional, and positive service experience.Key Responsibilities:• Handle customer enquiries by telephone, email, and in person.• Process policy amendments and updates accurately and efficiently.• Prepare, issue, and administer policy renewal documentation.• Process renewals and follow up on outstanding renewal paperwork.• Manage incoming and outgoing correspondence.• Maintain accurate customer and policy records.• Support the general administration and smooth running of the agency.• Ensure compliance with company procedures and regulatory requirements.• Build and maintain strong relationships with customers through excellent service delivery.About you• Previous experience of working in a customer service role is essential.• The ability to thrive in a busy working environment while working as part of a team.• A willingness to learn and plenty of enthusiasm.• A confident telephone manner and IT skills.• Previous exposure to Insurance, Financial Services, or any other regulated Industry (not required but highly desired).Candidates should have a minimum of 5 Standard Grades or Intermediates (or equivalent) including Maths and English at Grade C or above.Our commitment to you:The Agency & NFU Mutual will provide you with all training and learning materials appropriate for the role. Should you wish to develop further, we will support your career progression into other lines of the business which may include Claims, New Business Development, Commercial Account Handling, Financial Services and more.Benefits• Benefit from a 4-day working week without compromising on salary.• Salary dependant on experience.• Generous Annual Leave package plus bank holidays• Company Pension Scheme• Professional Development Support.Please apply in writing with CV and covering letter to: Emma Campbell - Office Manager - Via or, if you would like to discuss the role via phone, please call .• Candidate data will be stored securely for 6 months after the closing date of the application in line with GDPR security requirements. Candidate data will then be purged.Closing date for all applications: 13th October 2026.Please note you will be employed by an Agent of NFU Mutual and not NFU Mutual directly.