Customer Service Adviser

Job Description

Customer Service Adviser

• Customer Service opportunity with a growing business.


• Receive full training, as well as ongoing development and progression opportunities

• Hybrid role once initial training has been completed - Monday-Friday 9am-5pm. No weekends!

About the role

We’re seeking a Customer Service Adviser to join the NFU Mutual Cobham team. The team in Cobham support customers across the Surrey area, delivering a bespoke service to insurance and financial services customers. We’re not just a service provider; we’re a partner and confidant to our customers. We offer an extensive range of personal and commercial insurance products with expertise to both our farming and non-farming customers. Every touch point with our customers matters, which is why we need you to come and join us.

As a Customer Service Adviser, you'll be delivering high levels of customer service in person at our customer counter, over the phone, and via email. You'll be responding to queries, updating or adding customer details on our internal systems and 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 throughout your career.

Within your first year, you’ll study 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.

Whether you’re looking for your next customer service or administrative role, or you’re looking to embark on a new career path within insurance, this is an excellent opportunity to join a successful team that has an impact on the local community.

This role is based in our Cobham branch. Initially, you'll be based in the office full time. However, we understand how important a positive work-life balance is, so to help you give your best, we offer great facilities when you want to be in an office environment and support to work up to 60% of your hours from home.

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.

This role is known internally as a Customer Support Adviser.

About you

You’re an experienced customer service professional, confident in your ability to take and make calls. 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, but it’s your customer service experience which we’re most interested in. You’re able to communicate effectively and confidently through written and verbal mediums, adapting your style to each customer and their needs.

To join our team, you’ll need:

• Previous customer service experience - essential


• High levels of attention to detail to support you whilst completing administrative tasks


• Effective time management skills, able to juggle the different priorities and deadlines coming your way

Previous experience or exposure to Insurance, Financial services, or a regulatory environment would be advantageous.

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

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

• Salary £26,000 - £30,000 depending on experience and performance at interview


• 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.


• Salary sacrifice employee car scheme - subject to eligibility

Working at NFU Mutual

We’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.