Senior Customer Service Representative

at  NFU Mutual

SENIOR CUSTOMER SERVICE REPRESENTATIVE

• This is an office-based role, working Monday – Friday, 9am – 5pm with the potential for hybrid working in the future
• Join an organisation passionate about Employee Engagement
• This is an excellent opportunity to develop your career within a leading Financial Services organisation

We have an exciting opportunity available for a Senior Customer Services Representative to join our team. You’ll provide outstanding customer service and protect our customer relationships and NFU Mutuals reputation through actively managing customer, third party and internal telephone queries and requests so that the standards established by NFU Mutual, and relevant regulatory bodies are met.
As a Senior Customer Services Representative, your primary responsibility is to provide telephone-based support to our customers by delivering clear, accurate, and timely information on policy details, standard forms, literature, and fund values to both customers and Financial Advisors in alignment with NFUM procedures, quality standards, and service level agreements, fostering enduring relationships and embodying a customer-first approach.
You’ll identify, record and act on customer dissatisfaction or customer vulnerability and manage a positive customer outcome by ensuring resolution within agreed SLA’s or escalate to our complaints team ensuring compliance with FCA and NFU Mutual standards.
As a Senior member of the department, you’ll play a vital role in enhancing customer service, quality, and controls by actively identifying opportunities for service improvement, thereby contributing to the overall performance of our team.