Location: Glasgow City Centre
Salary: Up to £25,000 per year (depending on experience)
Job Type: Permanent, Full-time
Working Pattern: Hybrid (up to 80% remote once trained)
Start Date: Monday, 13th April 2026
About the Role
NFU Mutual is seeking a Customer Service Claims Handler to join its Glasgow team. This role is ideal for candidates with recent customer service experience who can remain calm under pressure and support customers during challenging situations. No insurance experience is required, as full training will be provided.
As a Claims Handler, you will act as the first point of contact for customers reporting claims, ranging from motor accidents to commercial claims. You will guide customers through the process with empathy, accuracy, and professionalism.
Key Responsibilities
Handle first notification of loss calls and support customers through the claims process
Provide reassurance and clear guidance during stressful situations
Accurately capture claim details while maintaining excellent customer service
Manage multiple systems while speaking with customers
Work collaboratively within a supportive and evolving claims team
Training and Development
From day one, you will join NFU Mutual’s academy and receive full training on systems, policies, and processes. Training includes call listening, practice sessions, and supported live calls. For the first six months, you will work closely with the academy lead before progressing into the wider claims team.
NFU Mutual encourages internal mobility and offers long-term career development opportunities across the business.
Working Hours
35 hours per week on a rotating shift pattern
Shifts run between 8:00am and 8:00pm, Monday to Friday
One in six Saturdays from 9:00am to 2:00pm, with a day off in lieu
During initial training, hours will be Monday to Friday, 9:00am to 5:00pm
About You
You do not need previous insurance experience to apply. The ideal candidate will have strong people skills, recent customer service experience, and the ability to work calmly in a fast-paced environment.
Key Skills Required
Resilience and the ability to remain positive under pressure
Clear and confident communication skills
Strong customer focus and empathy
Adaptability and problem-solving ability
Good computer literacy and attention to detail
Self-motivation and effective workload management
Assessment Information
In-person assessments will take place at the Glasgow City Centre office during the weeks commencing 23rd February and 2nd March 2026.
Benefits and Rewards
Salary up to £25,000 per annum
Annual bonus of up to 10 percent of salary
Contributory pension scheme up to 20 percent
25 days annual leave plus bank holidays
Buy, sell, and save holiday scheme
Family-friendly policies
£20 monthly gym membership contribution
Health and wellbeing cashback plan
Life assurance cover of four times salary
Employee discounts on NFU Mutual insurance policies
£500 refer-a-friend bonus
One paid volunteering day per year
Inclusion and Diversity
NFU Mutual is committed to creating an inclusive workplace and welcomes applications from people of all backgrounds. The company supports reasonable adjustments throughout the recruitment process.
Working at NFU Mutual
With over 110 years of experience, NFU Mutual is one of the UK’s leading insurance and financial services companies, recognised for its people-first culture and award-winning workplace environment.
