Customer Service Adviser

The role

Customer Service Adviser

Competitive Salary (dependent on experience)
Full Time position 
35 Hours per week
Permanent Contract
Location:  Newtown St Boswells and Duns

Introduction to NFU Mutual
NFU Mutual offers a wide range of products and services, including general insurance, life, pensions and investments and has been providing quality insurance for its customers, for over 110 years.  We carefully balance delivering excellent service to our customers whilst ensuring the business is run effectively.  As a mutual, supporting our customers and paying their claims comes first.  We are a top ten UK insurance company and the UK’s largest rural insurer, with an agency network of over 250 local offices. 

About the Agency 
As a local agency of NFU Mutual we deliver a first-class service, and sell their product range across our region, to customers old and new, who are at the core of everything we do. We are a business where honesty, integrity, and trust are at the heart of our values. We champion the personal approach to customer service that NFU Mutual are famous for.  

An exciting opportunity has now arisen within the Borders Agency.

About the role:
As a Customer Service Adviser within our growing team, you will play a key role in contributing to the continued delivery of first-class service and compliant day to day operations. In this role, you will be the first point of contact for our customers, providing expert advice and support on a range of insurance products along with maximising inbound and outbound sales opportunities, cross selling general insurance and Financial Services products to existing clients and assisting with renewal retention by using your excellent telephone manner to make the most of every call.  Your goal will be to ensure a smooth and positive customer experience while maintaining compliance and accuracy in all interactions.

•    Handling general customer enquiries, processing policy alterations and retaining renewals in respect of all our products by telephone and face to face in the office.
•    Providing support to other members of staff, managing their renewal book, administration and processing of general insurance policies.
•    Maintain accurate client record keeping and documentation for your role.
•    Produce correspondence to required time frames and quality standards.
•    Identify and initiate cross-selling opportunities.
•    Spot opportunities to introduce customers to our Financial Adviser.
•    Acquire and maintain knowledge of NFU Mutual General Insurance products, as applicable to product licences.
•    Work within the Compliance Framework required by NFU Mutual and Financial Conduct Authority.
•    Perform other duties as assigned by the Management Team.

About you

We are looking for a highly organised, self-motivated and enthusiastic individual who is a team player and ready for the challenge of being part of a busy team. Whilst previous insurance experience would be an advantage, commitment to learning and development is essential.

• Be a self-motivated and sales focused individual.
• Excellent time management and organisational skills.
• Be willing to learn and be enthusiastic.
• Be a confident and effective communicator, both written and verbal.
• Be able to problem solve, use own initiative and judgement.
• Be able to manage and prioritise workloads effectively.
• Be flexible, adaptable and open to new ideas.
• Demonstrate the core values as required by the Financial Conduct Authority.
• Strong IT skills and ideally experience using Microsoft CRM systems with an ability to adapt to new systems.
• A minimum of National 5 Grades including Maths and English (or equivalent).
• A valid UK driving licence. Whilst this role is internal, there may be occasions, for example training, when it would be helpful if you could visit our other office.

Our commitment to you:
A comprehensive training programme will be offered to the right person with a range of development opportunities available should you wish to progress your career.

Benefits
• Competitive salary.
• 25 days holiday per annum, plus bank holidays, along with an additional day off for your birthday.
• Additional holiday entitlement for length of service.
• Up to 5 days buy/sell holiday trading scheme.
• Pension contribution.
• Life Insurance and Health Cash Plan with Health Shield.
• A supportive and friendly working environment.

Please apply in writing with CV and covering letter to:
Leona Jackson, Agent – View phone number on agencycareers.nfumutual.co.uk
View email address on agencycareers.nfumutual.co.uk

Closing date for all applications: Friday 7th August 2026.

Please note you will be employed by an Agent of NFU Mutual and not NFU Mutual directly.