NFU Mutual Breakdown Customer Care Specialist

Key Details

• Working Pattern:
  Monday to Friday between 8am-6pm (rotational shifts) and weekends 9am-5pm, including Bank Holidays
• Contract Type:
  Full Time (35 hours) | Permanent | Fully Office based
• Location:
  
  RAC, Walsall
• Salary: £28,600

We’re looking for a Breakdown Customer Care Specialist to join our NFU Mutual team and play a key role in delivering exceptional customer experiences. In this role, you’ll take full ownership of customer complaints and concerns — ensuring every case is investigated thoroughly, resolved effectively, and communicated with clarity and empathy.

As a subject matter expert, you’ll also support colleagues, leaders, and internal stakeholders with guidance, insight, and recommendations for improvement. You’ll help shape our service quality, strengthen customer trust, and drive continuous improvement across the operation.

• Manage and resolve complaints within required timescales
• Log, triage, investigate, and close cases across email, phone, written communication, and social media
• Communicate outcomes clearly, empathetically, and professionally
• Ensure accurate, compliant records and documentation
• Support customers with additional needs (CWAN) or vulnerabilities
• Maintain strong product, process, and compliance knowledge
• Achieve personal and departmental performance targets
• Act as a subject matter expert across the operation
• Support other teams as required, including call handling, delivering to agreed standards and performance measures

• Proven background within a similar role
• Proven experience working within a Contact Centre/Telephone based role
• Excellent listening, communication, and interpersonal skills
• Strong attention to detail and written communication standards
• Ability to manage workload effectively and remain calm under pressure
• Confidence handling conflict and challenging conversations
• Experience in a customer‑focused or complaints environment