Senior Customer Service Representative Stratford-upon-Avon

NFU Mutual Group; Metropolitan Borough of Solihull; Hybrid; GBP 26,000 - 31,000; Full time

Job summary

A leading financial services provider in the UK seeks a Senior Customer Service Representative in Stratford-upon-Avon. This office-based role provides exceptional customer service, assisting clients with financial services such as pensions and investments. You will engage directly with customers to address their needs, with a focus on empathy and support. The position offers a hybrid working model after training, along with a competitive salary and extensive benefits package including bonuses, pension contributions, and health plans.

Benefits

Annual bonus up to 10%

Contributory pension scheme

25 days annual leave plus bank holidays

Monthly gym membership contribution

Employee Volunteering program

Life Assurance cover of 4x salary

15% employee discounts on insurance policies

Qualifications

• Proven customer service experience over the phone or face-to-face.
• Ability to handle emotive conversations with confidence.
• Experience in using systems and databases.

Responsibilities

• Provide outstanding customer service to Financial Services customers.
• Support third-party representatives and customers with financial products.
• Perform compliance checks and document accurately.

Skills

Customer service experience

Empathy

Effective communication

Attention to detail

Process-driven

Job description

# Senior Customer Service RepresentativeRegion: MidlandsLocation: Stratford-upon-AvonContract type: PermanentReference number: SADI02648Working pattern: Full-timeSalary: Up to £30987 + 10% annual bonus + benefits package## Senior Customer Service Representative* Provide outstanding customer service to our Financial Services customers * An outstanding opportunity to achieve your full potential, with full training and mentoring within a supportive and specialist team * This is an office-based role, working Monday – Friday, 9am – 5pm with the potential for hybrid working in the future## About the roleOur Financial Services team is seeking a Senior Customer Service Representative to join them on a permanent basis. As a Senior Customer Service Representative, you’ll be the first point of contact for customers with financial services products such as pensions, savings, and investments. You’ll take calls and respond to emails, supporting third party representatives and customers through some of life’s most significant moments—from setting up withdrawals to updating details after a bereavement. The role involves interpreting figures and policy details, completing documentation accurately, and liaising with specialist teams where needed. Working within a supportive, close-knit team, you’ll play a key part in delivering a genuinely personal service that reflects NFU Mutual’s values. You'll also help ensure compliance and customer protection by completing fraud checks, bank verifications, and complaint logging. This isn’t a call centre, and you won’t ever be asked to follow a script when supporting our customers; instead, once fully trained, you’ll listen actively to our customers’ needs and draw on your knowledge to support them to a high standard. With the volume and complexity of calls increasing, your ability to listen, empathise and act decisively will be essential. Initially, you’ll be fully office-based role due to the depth of training and collaborative nature of the team. Once trained and confident, you’ll have the option to work 60% of your working hours from the Head Office in Tiddington, 40% from home.## About youYou’ll bring proven customer service experience—whether over the phone, face-to-face or both—and a genuine passion for helping people. You’re confident in your ability to use systems and databases; whether you’ve got experience of using a CRM system or till systems, you’re able to pick up processes quickly. Previous work experience within a Financial Services organisation, or knowledge of financial products (ISA's, Savings, investments, bonds, pensions, etc.) would give you a great head-start, but if you don’t have this knowledge, we’ll be able to give you all the training you need to succeed. To join the team you’ll be: * Empathetic, able to handle emotive conversations confidently * A confident and effective communicator, both verbally and through written mediums * Able to adapt to different challenges that come your way * Confident when interpreting and communicating financial information to customers * Precise in your work, ensuring high levels of attention to detail at all times. * Process-driven, experienced with following procedures and policies closely. *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 of £30,987 * 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 2025 list of ‘Best midsize employers to grow your career in the UK’, the Glassdoor Best Places to Work UK List 2023 and 2024, and were recognised as a certified UK Top Employer by the Top Employers Institute in 2023, 2024 and 2025. We offer a supportive culture where we empower and inspire our people to perform, offer them opportunities to grow, and recognise and reward 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 are successful now and in the future.We are a leading provider of General Insurance and Financial Services. From our strong farming roots we’ve grown to become a UK-wide organisation, turning over £1billion annually. Yet success hasn’t gone to our heads. We’re proud to remain completely customer focused, down-to-earth and committed to the rural communities we’ve grown from.Our ethos - of trust, respect and personal service - lies at the heart of all we do and has seen us build an enviable reputation for exceptional member loyalty. Though we’ve been in business for over 110 years, we have big ambitions for the future. And that’s why we’re looking for talented people to join our growing organisation. Talented people like you.