Senior Customer Service Representative

Job Description

Senior Customer Service Representative

• Two opportunities available within our Financial Services division


• An outstanding opportunity to achieve your full potential, with full training and mentoring within a supportive and specialist team


• This is an office-based role, working Monday – Friday, 9am – 5pm with the potential for hybrid working in the future

About the role

Our Financial Services team is seeking two Senior Customer Service Representative to join them on a permanent basis. As a Senior Customer Service Representative, you’ll be the first point of contact for customers with financial services products such as pensions, savings, and investments.

You’ll take calls and respond to emails, supporting third party representatives and customers through some of life’s most significant moments—from setting up withdrawals to updating details after a bereavement. The role involves interpreting figures and policy details, completing documentation accurately, and liaising with specialist teams where needed.
Working within a supportive, close-knit team, you’ll play a key part in delivering a genuinely personal service that reflects NFU Mutual’s values. You'll also help ensure compliance and customer protection by completing fraud checks, bank verifications, and complaint logging.

This isn’t a call centre, and you won’t ever be asked to follow a script when supporting our customers; instead, once fully trained, you’ll listen actively to our customers’ needs and draw on your knowledge to support them to a high standard. With the volume and complexity of calls increasing, your ability to listen, empathise and act decisively will be essential.

You’ll be fully office-based for the first year of role, due to the depth of training and collaborative nature of the team. Once trained and confident, you’ll have the option to work 60% of your working hours from the Head Office in Tiddington, 40% from home.

About you

You’ll bring proven customer service experience—whether over the phone, face-to-face or both—and a genuine passion for helping people (essential). You’re confident in your ability to use systems and databases, whether you’ve got experience of using a CRM system or till systems (desirable), you’re able to pick up processes quickly. Previous work experience within a Financial Services organisation would give you a great head-start, but if you don’t have this knowledge, we’ll be able to give you all the training you need to succeed.

To join the team you’ll be:

• Confident when interpreting and communicating financial information to customers - essential


• Empathetic, able to handle emotive conversations confidently


• A confident and effective communicator, both verbally and through written mediums


• Able to adapt to different challenges that come your way


• Precise in your work, ensuring high levels of attention to detail at all times.


• Process-driven, experienced with following procedures and policies closely.

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 £31,864


• 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.