Customer Adviser

About the Role

• A pivotal role supporting customers and colleagues while shaping service quality and standards
• Clear development pathway with full training, coaching responsibilities and professional learning
• Fully onsite for initial training and onboarding, We're a team that puts our customers at the heart of everything we do. It's what we've built our reputation on. We're all about warm personalities, quality conversations and a customer‑first attitude. We're seeking a Senior Customer Adviser to join our successful Cobham Agency on a permanent basis.

As a Senior Customer Adviser, you'll play a key role in delivering outstanding customer experiences at our customer counter, over the phone, and via email, while supporting the smooth and compliant operation of the branch. Acting as a trusted point of contact for new and existing customers, and a source of guidance for colleagues, you'll combine technical knowledge, customer insight and leadership behaviours to make a meaningful impact every day.

Key to your role will be identifying new business opportunities to support you to hit your targets. You'll be onboarding new customers, responding to queries, updating customer details on our internal systems, conducting renewal discussions and mid‑term adjustments.

Whether you have previous insurance experience or not, you'll be well supported by our experienced colleagues whilst onboarding and studying towards your NFU Mutual Insurance licences. The licensing process is a marathon, not a sprint, and involves a blend of e-learning, interactive webinars and self‑directed learning, followed by assessment. You'll learn all you need to know about insurance and the related sales activities to set you up for a career of success.

Once licensed, you'll be hands‑on and support customers with Motor and Personal lines insurance products. Alongside the general insurance products, you'll learn about and promote our Financial Services products. You'll cross‑sell our varied product range to give our customers a service that truly suits their needs whilst maximising sales opportunities. You'll be engaging with a range of internal stakeholders within the Branch, and across the broader company, enabling you to gain a holistic understanding of the industry, business.

This is a varied role where you'll have the opportunity to make impact whilst focusing on your own continuous development.

• The ability to work towards and achieve sales targets and KPI's
• Previous customer service experience - essential
• High levels of attention to detail to support you whilst completing administrative tasks
• Effective time management skills, able to juggle the different priorities and deadlines coming your way
• Previous experience or exposure to Insurance, Financial services, or a regulatory environment would be advantageous.

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 2025 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 ten 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 Linked In Top 15 Companies 2025 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…