Customer Service & Sales Advisor

Customer Service & Sales Advisor Start alongside a supportive cohort and grow together in a structured learning environment No insurance experience needed - we’ll give you all the training and support you need to succeed. Remote working that works for you – This is a home-based role with regular travel required into central Cardiff for team meetings, training and engagement. Salary: £26,773 + up to £6,950 annual bonus (paid monthly) Location: Cardiff Start Date: 05th October 2026 Working Hours: This is a full-time role working 37.5 hours per week. During your initial few months training period, you’ll typically work Monday to Friday, 09:00–17:30. Once training is complete, you’ll move onto a rotational shift pattern between 08:00 and 20:00 Monday to Friday, plus 09:00–12:30 every other Saturday. Shifts are generally fixed for the week, giving you consistency and visibility of your working pattern in advance. About the role At NFU Mutual, our difference isn’t just the products we offer – it’s the conversations we have. As an Insurance Customer Service & Sales Advisor, you’ll support existing customers with renewals and policy enquiries across Motor and Home insurance, helping them feel confident their cover continues to meet their needs. No insurance experience? That’s absolutely fine — we’ll teach you that. What matters most is your ability to listen, ask the right questions and build trust. You’ll typically handle 20-30 calls a day, with steady volumes that allow you to focus on quality conversations rather than rushing customers through. Alongside delivering excellent service, you’ll work towards clear, achievable targets, including generating monthly insurance leads and managing your time effectively on calls and after-call work (ACW). This isn’t cold calling — leads come naturally from renewal conversations where you identify additional needs or update customer details. You’ll also support our growing digital services, guiding customers to use our online portal, access documents digitally and choose paperless options where it suits them. We invest heavily in your development, beginning with six weeks of structured training. You’ll then spend two weeks working closely with a Team Leader to embed your learning, before moving into a supported environment with ongoing coaching tailored to your individual needs. You’ll begin with Motor products, achieving sign-off before gradually expanding into other personal lines. We also dedicate 10% of your time each week to personal and team development. It’s a supportive, down-to-earth environment where targets are there to guide and stretch you - not overwhelm you - and where success is genuinely recognised and celebrated. This is a homeworking role which requires you to have a reliable and secure internet connection suitable for video calls and online systems, a suitable space for a desk or workstation so you can work comfortably and safely, and access to a quiet environment for confidential conversations when needed. This role falls under Insurance Distribution Directive requirements, and as a result, role holders will be required to demonstrate ongoing Continuous Professional Development in role, along with undergoing regular re-screening to show that they are of “Good Repute”. Further information can be found in the FCA Handbook. Application Process: Our selection process includes a short online assessment, followed by a telephone interview with one of our Recruitment team. If successful, you’ll then be invited to attend a final, skills-based interview. In line with UK immigration regulations, this role is not eligible for visa sponsorship. We may close this vacancy early depending on application volumes, so we encourage early applications to avoid disappointment. About you You’ll have recent customer service experience in a role where you’ve regularly engaged with customers, building rapport, handling enquiries and delivering a positive experience. Whether that’s in retail, hospitality, a contact centre or another customer-facing environment, you’ll be used to managing conversations confidently, understanding customer needs and taking ownership of queries from start to finish. You’re comfortable working towards goals, confident using systems and ready to develop your skills in a structured, regulated environment where accuracy and customer outcomes really matter. To succeed in this role, you’ll bring: Customer focus and strong communication skills – You build rapport easily, listen carefully and explain information clearly and professionally. Confidence working towards targets – You’re motivated by goals and understand the importance of balancing performance, efficiency and quality. Attention to detail and accurate data entry skills – You capture information precisely, update systems correctly and understand the importance of accuracy in a regulated environment. The ability to multi-task and strong IT proficiency – You can navigate multiple systems, talk to customers and input information at the same time while keeping conversations flowing naturally. Adaptability and a positive learning mindset – You’re open to feedback and new ways of working, willing to learn new products and processes, and able to adjust as your responsibilities grow. Resilience, initiative and problem-solving ability – You stay calm during busy periods, take ownership of customer queries, use your judgement and manage your time effectively when working from home. 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 £26,773 per annum Bonus up to £6,950 bonus (paid monthly)  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 2026 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 eleven 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 Companies 2026 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.