Customer Experience Advisor
NFU Mutual
Glasgow, GB
2d ago

About us

Location : Glasgow City Centre

Contract : Permanent, 35 Hours

Salary : Starting between £18,500 to £21,000 + up to 25% Monthly Bonus Potential

Start Date : January 20th

About Us

Even though we still have a couple months left of 2019, it’s never too soon to start thinking about your future. We are looking to grow our Glasgow Contact Centre, Mutual Direct with a new team of Customer Experience Advisors to start in January 2020.

At NFU Mutual, we have been delivering an excellent standard of service to our customers for over 100 years.We believe that our success doesn’t come from products alone it’s also down to the customer journey and the personal touch that our employees bring.

With an average buyer retention rate between 89.5%-94.5% we must be doing something right. For that reason you won’t find us on price comparison sites, we’re all about having real conversations.

Not just with the customer, but with our employees too.

We offer stability, competitive salaries and benefits, in-depth training and a chance to start or continue your career path within the financial services industry.

The Role

As a Customer Experience Advisor (known internally as a Sales and Service Associate) you will be taking all inbound telephone calls, guiding potential new customers through the insurance quotation process for either our home and / or motor product range.

At NFU Mutual we don’t believe in call handling time. We want you to go at the customers’ pace to make them feel comfortable and gain a full understanding of the benefits of ensuring with us.

It’s important to listen and ask effective questions to help gain an understanding of how we can find the best option for our new and existing customer base.

Along with excellent service and rapport, you will need to proactively identify opportunities for sales / cross sales and lead generation.

We believe in a work-life balance too. Your shift patterns will run Monday to Friday between 8am-8pm and require rotational Saturday shifts from 9 : 00-

12 : 30pm (about 1 in 2).

About You

While building relationships with customers and colleagues is a big part of your role, it’s important that you are focused and self-

motivated enough to deal with problem solving and objection handling.

The role will also require adhering to compliance regulations and a good degree of multi-tasking, as you need to be able to focus on customer conversations while navigating through multiple in-house systems.

Ideally you will have previous sales or customer service experience with a background in working toward targets and key performance indicators, but this is not limited to those who have previously worked in Insurance or even within a contact centre.

We provide an extensive in-house training programme designed to give you all you need to speak confidently over the phone about NFU Mutual and what we can provide.

We just need you to bring the enthusiasm and want to learn.

Please note that candidates will ideally have a minimum of 5 GCSEs A-C, or equivalent including Maths and English.

What's In It For You?

Our office is based within Glasgow City Centre, so we’re easily accessible by public transport, car or bike and have the benefit of being surrounded by a choice cafes and high street shops.

On top of a competitive salary offer and comprehensive training, we want to see you progress with NFU Mutual. It's one of the reasons we offer a range of learning opportunities and personal development plans.

We also provide you with the following :

  • 25 days annual leave, plus bank holidays
  • Holiday buy / sell options
  • Contributory pension scheme
  • Gym benefit and cycle to work plans
  • Variety of High Street store discounts
  • Private health care options
  • Discounts on NFU Mutual products
  • If this sounds like the new start for the New Year you need then click the link below to apply

    Please note The role falls under the Insurance Distribution Directive. This means there is a requirement for Continuous Professional Development in role, in addition to ongoing screening checks once in post.

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