Our key customer service roles are based either in one of our Mutual Direct Contact Centres in Glasgow or Cardiff or at one of our other regional service centres across the UK. Between them they manage calls from our customers and agency network making sure that we continue to deliver the award-winning, personal service we're famous for.
NFU Mutual Direct
NFU Mutual Direct is our contact centre business, created in 1996 for customers who prefer to deal with their insurance needs by phone. Located in both Glasgow and Cardiff, these are not your average call centres. We don't have the usual targets around length of calls, or scripted selling (personality and a strong customer service ethic are much more important to us) and we don't tend to work to the same shift patterns. All of this means that our teams feel motivated to deliver the best possible service to our customers.
Claims is split into two areas: Customer Service Claims and Personal Injury Claims. But whichever area you work in, the philosophy is the same: we will always look for ways to settle our customers' claims, rather than excuses not to. We make our customers feel at ease, giving them the time, care and attention they deserve. Everyone working in claims is given the freedom to make decisions and manage claims in the way they think is best. They're also given the ability to sign-off on bigger claims too – up to £500,000 in some instances.
When we're looking to underwrite a piece of business, we're always focused on doing the right thing for our customers. Which is why, as an Underwriter at NFU Mutual, you're able to make your own decisions, not simply follow a rulebook.
Our Underwriters spend the majority of their time working with colleagues from our Agency network, helping them to underwrite business for their customers' businesses. They analyse, assess the risks and work out the best way to do this – at the best price. They then propose and negotiate policy terms, including appropriate limitations and endorsements.
All of our Underwriters review and check insurance quote submissions, referrals and amendments, talk to Agents to establish material facts and ensure new business and policy changes meet NFU Mutual underwriting criteria.
While the majority of our Customer Service roles are in NFU Mutual Direct and in Claims and Underwriting, there are a number of roles across these functions that we couldn't do without. Opportunities across First Notification of Loss (FNOL), the National Accident Recovery Unit, Capital Payments, Customer Service Operations and Risk Management.
Can you deliver exceptional personal service to our customers? Find out more about opportunities in Customer Services by searching our vacancies.
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