Customer Service Claims Handler York

NFU Mutual Group; York and North Yorkshire; Hybrid; GBP 26,000; Full time

Job summary

A leading insurer is seeking a Customer Service Claims Handler in York, offering a salary of £26,000 per annum plus a 10% bonus. This full-time role provides extensive training with no prior insurance experience required. The position features a hybrid working model and a structured induction program. Ideal candidates will be empathetic problem solvers, skilled in communication, and comfortable in fast-paced environments. Join a supportive team to help customers during stressful times.

Benefits

Annual bonus (up to 10% of salary)

25 days annual leave + bank holidays

Contributory pension scheme

£20 contribution to gym membership

Health and wellbeing plan

Life Assurance cover of 4 x salary

Employee discounts on NFU Mutual policies

Qualifications

• Experience in a customer-facing environment handling queries and offering support.
• Ability to think on your feet and adapt to changing situations.
• Comfortable using IT systems and keen to grow skills.

Responsibilities

• Speak with customers and NFU Mutual Agents to understand claims.
• Investigate and assess property claims fairly.
• Make confident decisions while guiding customers.

Skills

Customer focus and empathy

Effective communication and collaboration

Problem solving and adaptability

Time management, organisation and prioritisation

Comfort in a fast-paced environment

Eagerness to learn and technical confidence

Tools

Microsoft Office

Job description

# Customer Service Claims HandlerRegion: North EastLocation: YorkContract type: PermanentReference number: CSDI04246Working pattern: Full-timeSalary: £26,000 per annum + 10% bonus + benefits## Customer Service Claims Handler* **No insurance experience needed** – just bring your people skills and we’ll do the rest, with full training and support from an award-winning insurer that’s ready to invest in you. Join either our Property or Pet & Equine Claims team! * **Working hours:** 35 hour working week, Monday to Friday with no weekend work * **Hybrid working** - with up to 80% homeworking and 20% in York after a successful training period. You'll also have the option to extend or condense your contractual working hours up to 40 per week, with condensed working hours following successful probation, subject to operational requirements. * **Salary:** Up to £26,000 depending on experience + up to 10% annual bonus * **Start date:** You’ll join our team as part of a cohort on 30th March 2026## About the roleIf you’re someone who enjoys solving problems, speaking with people and making a difference, this could be a brilliant opportunity to try something new. We are currently recruiting for two teams – Property claims and Pet & Equine claims. Regardless of which team you’re in, as a Claims Handler in our York office, you’ll be part of a close-knit team helping customers when they need us most – whether it’s storm damage, a burst pipe, or support with vet treatment for beloved pet. At NFU Mutual, we do things differently. As a mutual, we’re owned by our customers rather than shareholders, which means we’re always focused on doing the right thing. We pay out on 98% of claims and look for ways to help our customers, not reasons to say no. It makes the role all the more rewarding as you’ll be helping people move forward during what can be a really stressful time. You’ll manage claims from start to finish, using your judgement and empathy to make fair decisions and guide customers through the process. You’ll work closely with NFU Mutual Agents, customers and third parties to gather the right information, keep things moving, and ensure everyone’s kept in the loop. **You don’t need to have insurance experience** – we’ll give you all the training and support you need, including: * A structured induction with classroom learning, shadowing and one-to-one support * Ongoing guidance from your Team Leader and experienced colleagues * A personal development plan that grows with you Once you're up to speed, you’ll enjoy hybrid working – up to 80% from home – and a 35-hour week with no weekend shifts. The team are friendly, down-to-earth and genuinely supportive – everyone works together towards shared goals and takes real pride in doing a great job for our customers. We regularly get involved in charity and community events too, so there’s a real sense of purpose and belonging. **Day to day, you’ll:** * Speak with customers, NFU Mutual Agents and suppliers to understand what’s happened * Investigate and assess property claims fairly and thoroughly * Make confident decisions while keeping empathy and clarity front of mind * Identify any signs of potential fraud and take appropriate steps **Recruitment process**: Our recruitment process consists of a few simple steps: an online application form, a friendly introduction call with a member of our Talent Acquisition team, and a skills-focussed interview at our York office. Interviews will be held in person, week commencing 2nd February. **Please note this vacancy may close at any time once sufficient applications have been received. Early submission of your application is therefore encouraged.**## About youYou’ll play a key role in helping our customers when they need us most - handling claims with care, clarity, and confidence. Whether you’ve worked in insurance before or you’re looking to step into something new, we’ll give you the training and support to thrive. You’ll be confident using IT systems, enjoy working with others, and bring a positive, can-do attitude to a fast-paced and varied role. To succeed in this role, you’ll bring a great mix of people skills and practical ability, including: * **Customer focus and empathy** – You genuinely care about doing the right thing, with recent experience in a customer-facing environment where you've handled queries, offered support, and guided people through what can often be a stressful time. * **Effective communication and collaboration** – You’re clear and confident when speaking or writing, and work well with others to share ideas, solve problems and support shared goals. * **Problem solving and adaptability** – You can think on your feet, adapt to changing situations, and find practical, fair solutions – even when things get a little unpredictable. * **Time management, organisation and prioritisation** – You’re able to stay on top of a busy workload, knowing what to focus on and when, without losing sight of the detail. * **Comfort in a fast-paced environment** – You stay calm under pressure and enjoy the variety that comes with a busy, ever-changing day. * **Eagerness to learn and technical confidence** – You’re quick to pick up new systems (like Microsoft Office) and keen to grow your skills – and if you’ve got claims or insurance experience already, even better. *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 RewardsWhen you join our team,you can expecta supportive cultureandanattractive range ofrewards and benefitsincluding: * Salary £26,000 per annum * Annual bonus (up to 10% of salary) * 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 - volunteerin the community for one day each year * Unlimited access to Refer a Friend £500 bonus scheme * Life Assurance coverof 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 MutualWe’reone of the UK’s leading general insurance and financial services companies. For over 110 yearswe’veput our customers at the heart of everything we do.Ourpeopleare just as important to us. Wepride ourselves on being “a great place to work” and our Gallup Exceptional Workplace 2025 award was not only awarded with Distinction but also named us as the first UK-based company to receive a Gallup Exceptional Workplace for ten years in a row. We are also the only Insurer to feature in the LinkedIn Top 15 Companies