Claims Handler & Customer Service Advisor

The roleClaims Handler and Customer Service AdvisorFull Time position,Permanent ContractLocation: Bridgnorth NFU Mutual officeMonday to Friday, 9:00am to 5:00pm

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 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.

About the role:

As a Claims Handler and Customer Service Advisor, you will play a key role within our local Agency, taking ownership of customer claims from first notification through to resolution. You will provide clear, professional and empathetic support throughout the claims journey, ensuring each claim is progressed efficiently and customers are kept informed. While the role includes customer service responsibilities, its primary focus is claims handling and claims administration.

Key duties and responsibilities will include:

• Managing insurance claims from initial notification through to settlement, ensuring all information is accurately recorded and processed.
• Acting as the main point of contact for customers throughout the claims journey, providing regular updates and clear guidance.
• Reviewing and investigating claims, gathering relevant information and documentation, and identifying any outstanding requirements.
• Liaising with NFU Mutual claims teams, loss adjusters, suppliers and other relevant parties to support fair and timely claim outcomes.
• Monitoring claim progress and proactively following up outstanding actions to help achieve timely resolution.
• Maintaining accurate claims records and completing all related administration to a consistently high standard.
• Handling customer enquiries by telephone, email and in person, delivering excellent customer service at all times.
• Supporting the wider Agency team with general customer service and administrative duties when required.
• Identifying opportunities to assist customers with their wider insurance needs and referring enquiries to the appropriate colleague.
• Following internal procedures, regulatory requirements and data protection standards at all times.

About you:

You will be an experienced, customer-focused claims professional who is confident managing a varied caseload and supporting customers through potentially difficult situations. You will be organised, accurate and able to communicate effectively with customers, colleagues and external parties.

Essential experience

• Previous claims handling experience within the insurance industry is required.
• Experience of managing claims administration and customer communications.
• Experience of maintaining accurate records and following procedures within a regulated or compliance focused environment.
• Experience of delivering excellent customer service while managing multiple priorities.

You should also have:

• Strong written and verbal communication skills.
• A professional, empathetic and customer-focused approach.
• Excellent attention to detail and the ability to record information accurately.
• The ability to prioritise workloads and work effectively under pressure.
• Confidence using Microsoft Word, Excel, Outlook and other office systems.
• The ability to work effectively both independently and as part of a team.
• GCSEs, or equivalent, in English and Maths.

Our commitment to you:

You will receive a thorough induction, ongoing training and day to day support from an experienced and friendly team. We will help you strengthen your knowledge of our systems, products and claims processes, with opportunities to develop your skills and progress in the role.

Benefits

• Full time, permanent role with regular Monday to Friday working hours.
• Supportive local team environment.
• Structured training and ongoing development.
• Holiday entitlement and workplace pension in line with the Agency's terms and eligibility requirements.

Closing date for all applications: 28/09/2026.

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