Job TitleA pivotal role supporting customers and colleagues while shaping service quality and standardsClear development pathway with full training, coaching responsibilities and professional learningFully onsite for initial training and onboardingAbout the roleWe’re a team that puts our customers at the heart of everything we do. It’s what we’ve built our reputation on. We’re all about warm personalities, quality conversations and a customer-first attitude. We’re seeking a Senior Customer Adviser to join our successful Cobham Agency on a permanent basis. As a Senior Customer Adviser, you’ll play a key role in delivering outstanding customer experiences at our customer counter, over the phone, and via email. while supporting the smooth and compliant operation of the branch. Acting as a trusted point of contact for new and existing customers, and a source of guidance for colleagues, you’ll combine technical knowledge, customer insight and leadership behaviours to make a meaningful impact every day.Key to your role will be identifying new business opportunities to support you to hit your targets. You'll be onboarding new customers, responding to queries, updating customer details on our internal systems, conducting renewal discussions and mid-term adjustments. Whether you have previous insurance experience or not, you'll be well supported by our experienced colleagues whilst onboarding and studying towards your NFU Mutual Insurance licences.The licensing process is a marathon, not a sprint, and involves a blend of e-learning, interactive webinars and self-directed learning, followed by assessment. You'll learn all you need to know about insurance and the related sales activities to set you up for a career of success. Once licenced, you'll be hands-on and support customers with Motor and Personal lines insurance products. Alongside the general insurance products, you’ll learn about and promote our Financial Services products. You’ll cross-sell our varied product range to give our customers a service that truly suits their needs whilst maximising sales opportunities. You’ll be engaging with a range of internal stakeholders within the Branch, and across the broader company, enabling you to gain a holistic understanding of the industry, business. This is a varied role where you’ll have the opportunity to make impact whilst focusing on your own continuous development. This role falls under Insurance Distribution Directive requirements, and as a result, role holders will be required to demonstrate ongoing Continuous Professional Development in role, along with undergoing regular re-screening to show that they are of “Good Repute”. Further information can be found in the FCA Handbook.About youYou’re an experienced customer service professional, confident in your ability to coach and mentor colleagues to enhance their performances. Naturally inquisitive, you’re motivated to learn new skills and eager to develop yourself. Due to the demographic of our customers, having previous experience within luxury goods, silver service, or high-net-worth services would be desirable. What's most important is your ability to communicate effectively and confidently through written and verbal mediums. We can teach you the rest. To join our team, you’ll need: The ability to work towards and achieve sales targets and KPI’sPrevious customer service experience - essential High levels of attention to detail to support you whilst completing administrative tasksEffective time management skills, able to juggle the different priorities and deadlines coming your wayPrevious experience or exposure to Insurance, Financial services, or a regulatory environment would be advantageous. This truly is a fantastic opportunity for someone who is looking to develop a career within Insurance. 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 RewardsWhen you join our team, you can expect a supportive culture and an attractive range of rewards and benefits including: Salary: £27,000 - £33,000, depending on experienceAnnual bonus (up to 10% of salary) Contributory pension scheme, up to 20%, including your 8% contribution25 days annual leave + bank holidays + buy/sell/save holiday trading schemeA Family Friendly policy that helps you balance your work and family responsibilitiesAccess to savings at High Street brands, travel and supermarkets£20 contribution to a monthly gym membership – subject to T&CsHealth and wellbeing plan - cashback for dentist, opticians, physio and moreAccess to voluntary benefits, including health assessments, private medical insurance and dental insuranceEmployee Volunteering - volunteer in the community for one day each yearUnlimited access to Refer a Friend £500 bonus schemeLife Assurance cover of 4 x salaryEmployee discounts of 15% on a range of NFU Mutual insurance policies. Salary sacrifice employee car scheme - subject to eligibilityWorking at NFU MutualWe’re one of the UK’s leading general insurance and financial services organisations, and for over 110 years we’ve put our customers at the heart of everything we do. Our people are just as important to us, so we’re proud to be recognised as “a great place to work”.Our Gallup Exceptional Workplace 2025 award was not only awarded with Distinction, but it also marked us as the first UK based company to earn a Gallup Exceptional Workplace award for ten consecutive years. We’ve also been consistently recognised by Glassdoor. We appeared in the Glassdoor Best Places to Work UK list in 2023, 2024 and 2026 — and in 2026, we were the highest ranked insurance business in the UK, highlighting our strong employee experience and the positive feedback our people share on the platform.Additionally, we were named in the LinkedIn Top 15 Companies 2025 list of “Best midsize employers to grow your career in the UK”, and we’ve been certified as a UK Top Employer by the Top Employers Institute in 2023, 2024, 2025 and 2026.We offer a supportive and empowering culture where people are inspired to perform, given opportunities to grow, and recognised and rewarded for 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’re successful now and in the future.
