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• Join an award winning business that is customer-focused and cares about their employees


• Salary up to £24,000 per annum + up to 10% bonus + benefits


• 35 hour working week + homeworking options after probation

As a Customer First Response Claims Handler in our Glasgow office you’ll be part of a 60-strong Mutual Response Claims team that provides the first point of contact for our customers when they need support across a range of NFU Mutual motor insurance products.

We’re offering you a 35-hour working week with shift patterns running from Monday to Friday between 8am - 8pm, and Saturday from 9am-2pm. Typically there is a 7-week rotation which includes one or two Saturday shifts in a rotation. We also offer a hybrid working model which means that once you’re up to speed you can work from the comfort of your own home for up to 80% of the time.

We’re a team that puts our customers at the heart of everything we do. We’re less focused on call-length targets and sales scripts. And more interested in you bringing your personality to the role, engaging with customers and providing the support they’re looking for, when they’re looking for it. We’re all about warm personalities, quality conversations and a customer-first attitude.

To help you become the best you can be, we provide comprehensive training that includes 4-6 weeks in a classroom environment. And when the training is complete, we’ll provide a supportive learning environment so you can confidently start your Claims Handler journey. Your line manager will also support you to build a personal development plan which you can expect to have conversations about all year round.

You’ll be joining a thriving and vibrant contact centre team in a lively, modern office with everything you need, including plenty of break-out spaces, a kitchen area (with plenty of fridge-space for your lunch), free tea and coffee.

We’re a team that enjoys group social activities as much as we enjoy helping our local communities and charity organisations.

We’re perfectly placed too. Easy to get to - thanks to close-by train, bus and underground stops - with Glasgow’s West End shopping, coffee shops, bars, restaurants, cafés, gyms, banks and more right on our doorstep.

This role is never about getting through calls quickly, but you’ll bring an approachable style to customer conversations that enables you to effortlessly handle customer calls.

Patient and reassuring, you always go at the customers pace, making them feel comfortable whether you’re discussing a claim, answering general queries, or setting expectations around the next steps of the customer claim journey.

Any insurance experience and ability to proficiently use systems and applications would be welcomed but isn’t essential as we’ll provide excellent training and ongoing support. To join our team, you’ll ideally:

• 
  Have a passion for customer service and proven experience in a customer-facing role


• Be an empathetic, supportive communicator who listens and responds to customer’s needs


• Continually adapt your approach and easily multi-task in a fast-paced environment.


• Have competent keyboard skills


• Instinctively make decisions and want to succeed in a targeted environment.

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

• 
  Annual pay review


• 25 days annual leave + bank holidays + buy more holidays if you love to travel


• Double time when you work on a Bank Holiday


• Health and Wellbeing plan - cashback for dentist, opticians, physio and more


• Employee Assistance Programme


• Contributory pension scheme, up to 20%, including your 8% contribution


• £20 contribution to a monthly gym membership – subject to terms


• Access to savings at High Street brands


• Unlimited access to £500 Refer a Friend bonus scheme


• Opportunity for funded Chartered Insurance Institute learning and professional development.


• Employee discounts on a range of NFU Mutual Insurance products.

We’re one of the UK’s leading general insurance and financial services companies. For over 110 years we’ve put our customers at the heart of everything we do. Our people are just as important to us. We pride ourselves on being “a great place to work” and are one of only 39 companies across the globe, and the only organisation with headquarters in the UK, to receive a Gallup Exceptional Workplace 2022 award. We were also named in the LinkedIn Top 25 Companies List 2021.

We offer a supportive culture where we empower and inspire our people to perform, offer them opportunities to grow, and recognise and reward 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 are successful now and in the future.