Customer Service Claims Handler - Pet & Equine

We currently have an exciting opportunity available for a Claims Handler to join our team in York to deal with our customers’ equine and pet claims.

We aim to provide a world class customer service, and this means being available to answer calls from our customers supporting them with all aspects of their claim from first notification and through all ongoing queries. To support this, a large part of your day will be scheduled to answer inbound customer calls and taking necessary actions on their claims to proactively move them forward. There are also occasions where you will manage incoming notifications from different sources which would involve some outbound contact to our customers.

At NFU Mutual we will always look for ways to settle our customers’ claims, rather than excuses not to. This makes working in claims altogether more satisfying and more rewarding. It means less no, more yes. Managing and processing pet & equine claims, you’ll listen closely to the customer and what they need – reassuring them and giving them peace of mind at what can be a stressful time.

As well as the customer, you’ll talk to NFU Mutual Agents and relevant third parties to settle claims quickly and efficiently. You will liaise closely with Veterinary Practices, breeders and affinity partners to ensure all information gathered for the claim is accurate and consistent. From the moment you pick up the phone, you’ll make customers feel at ease, giving them the time, care and attention they deserve.

Salary: £19-23k p.a. depending on experience, + bonus and other benefits (see below)

Working Hours: 35 hours per week, Monday – Friday between the hours of 8am and 6pm. Work/life balance is really important to us here at NFU Mutual, and so you will not be required to work evenings and weekends (although optional overtime is sometimes available).

NFU Mutual are happy to offer its employees informal homeworking. Our team is located in York, and it would be expected that on average, 50% of your working time would be located from this office, with the remaining days home based should you wish.

We are seeking individuals who have a passion for animals and proven experience within customer facing roles. Previous claims experience and the ability to proficiently use systems and applications is preferred however not essential as we provide excellent training and ongoing support. Of course, you’ll also need to be a great communicator who is empathetic, supportive and actively listens and responds to our customers’ needs at a potentially distressing time. The ability to adapt your approach and multi-task in a fast-paced environment is also important.

Here at NFU Mutual, we pride ourselves on being a great place to work and are one of only 39 companies across the globe, and the only organisation with headquarters in the UK, to receive a Gallup Exceptional Workplace 2021 award. We were also named in the LinkedIn Top 25 Companies List 2021.

Along with a supportive culture, you can also look forward to some very attractive reward benefits such as:

• 
  Annual bonus (up to 10%)


• Contributory pension scheme (maximum of 12% company contribution)


• 25 days holiday plus bank holidays (additional holiday purchase scheme)


• Employee discounts


• Gym subsidy


• Health and wellbeing plan


• Discounted Insurance on all NFU Mutual Policies

One of the UK’s leading general insurance and financial services companies, NFU Mutual has been meeting our customers’ needs for over 100 years.

Our employees are important to us. We empower and inspire them to perform, offer opportunities to grow and we recognise and reward their contribution. They are proud to work for a company that respects them and broader communities, and they trust us to be financially sustainable so we are successful now, and in the future.