Customer Service Insurance Claims Handler

Customer Service Insurance Claims Handler

• No insurance experience needed – we’ll give you all the training and support you need to succeed.


• Join one of the UK’s Top Employers, recognised for putting people first and creating a great place to work.


• Hybrid working available, where you can work from home up to 80% of the time once you’re up to speed.

Start date – Monday, 14th September 2026

Location – Glasgow City Centre

Salary – Up to £25,500 depending on experience

Working hours – 35 hours per week on a rotating shift pattern, with shifts running between 8am and 8pm, Monday to Friday, plus an average of one in six Saturdays from 9am–2pm (with a day off in lieu). During your first few months of training, you’ll work Monday to Friday, 9am–5pm

About the role

As a Claims Handler, you’ll be the first point of contact for our customers when they need us most. From car accidents to commercial motor claims, you’ll take first notification of loss calls and guide customers through what can often be a stressful time, making sure they feel listened to and supported.

Our Claims department is evolving as we expand and diversify as a business, so you’ll be helping a broader range of customers with a wide variety of claims. No two days are ever the same, and unlike a typical contact centre, you’ll have the time you need to get things right and deliver great service.

From day one you’ll be part of our academy, with full training on policies, processes, and systems, followed by call listening, practice sessions, and live calls with support. For your first six months, you’ll work closely with our academy lead, before progressing into the wider team and continuing to grow.

We’re proud that many of our vacancies come from internal mobility and promotions, meaning there’s real opportunity to develop your career with us. Whether you see your future in claims or elsewhere in NFU Mutual, you’ll have plenty of options to explore.

You’ll also be joining a sociable, supportive team, with regular office events, team nights, and fun incentives. With hybrid working once you’re up to speed, and a business that truly invests in its people, this is a role where you’ll build your skills, grow your career, and make a real difference for our customers.

Application Process: Our selection process includes a short online assessment, followed by a telephone interview with one of our Talent Acquisition team. If successful, you’ll then be invited to attend to join us for an assessment centre at our Glasgow Office, for a final skills-based interview question, group activity and role-based activity. These are expected to take place WC 27th July and WC 03rd August.

In line with UK immigration regulations, this role is not eligible for visa sponsorship.

We may close this vacancy early depending on application volumes, so we encourage early applications to avoid disappointment.

About you

About you

You don’t need insurance experience to join us - we’ll give you all the training and support you need. What really matters is recent customer service experience, the ability to stay calm under pressure, and the people skills to make every customer feel listened to and reassured.

Here are the key skills we’re looking for:

• Resilience – able to work under pressure and stay positive in a fast-paced environment, especially when supporting customers in stressful situations.


• Communication – clear and confident, both in listening and explaining next steps, while talking and typing at the same time.


• Customer focus and empathy – recent customer service experience where you’ve dealt with a range of people, sometimes in challenging circumstances, showing patience and understanding.


• Adaptability and problem solving – comfortable handling a variety of different claims and thinking on your feet to find solutions.


• Computer literacy – confident using multiple systems and capturing details accurately while keeping the conversation moving.


• Attention to detail and self-motivation – able to record information precisely, manage your own workload, and stay on track with targets.

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 - up to £25,500 per annum


• 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 2026 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 eleven 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 Companies 2026 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.