Customer Service Underwriter

Are you looking to start a career where you can learn, grow, and make a real difference? Join us at NFU Mutual as an Underwriter in our York office and become part of a friendly, values-driven team that puts customers at the heart of everything we do. You don't need to have worked in insurance before - we'll teach you everything you need to know. Underwriting is all about assessing risk and making fair, informed decisions to help our customers get the right insurance cover. Whether it's a family insuring their home or a driver protecting their car, you'll play a key role in making sure they're properly supported. This is a fast-paced, telephone-based role where you'll spend most of your day speaking with NFU Mutual Agencies, reviewing customer information, and deciding how best to help. You'll be trained to understand different types of insurance, how to evaluate risk, and how to communicate clearly and confidently in a contact centre environment. You'll join a cohort of new starters, learning together through a structured training programme that includes classroom sessions, shadowing experienced colleagues, and ongoing support from your manager and team. We're proud of our inclusive and collaborative culture, and we're committed to helping you build a long-term career with us. Once your initial training is complete, we'll continue to support your development and offer opportunities to gain formal insurance qualifications if that's something you'd like to pursue.

During your first six months, you'll be based in the office full time so you can take part in our training programme, get to know your team, and build your confidence in the role. Once you've developed your skills and are comfortable working independently, you'll be able to move onto our hybrid working model - with the flexibility to work up to 80% of your week from home while still staying connected in the office., We're looking for people who are naturally curious, eager to learn, and passionate about delivering great service. You don't need insurance experience, however you do need to be ready to work in a fast-paced environment where you'll be making determinations, solving problems, and speaking to people every day. If you're someone who enjoys learning new things and wants to build a meaningful career, we'd love to hear from you. To succeed in this role, you'll bring all of the following skills:

• Customer focus - You've worked in a customer facing, ideally phone-based role recently and know how to deliver a great experience, even when things get busy. You care about doing the right thing and getting it right for the customer.
• Communication and teamwork - You're comfortable speaking with people, building relationships and can adapt your style to suit different situations. You know how to build rapport and explain things clearly, working collaboratively to get things done.
• Critical thinking and problem-solving - You can interpret information, think logically, and make fair logical decisions
• Learning mindset - You're curious and open to feedback. You enjoy learning new things and are keen to grow your skills over time.
• Resilience and time management - You stay calm under pressure, manage competing priorities, and keep focused when things get busy.
Insurance experience (ideal) - Any previous experience in insurance will be helpful, but we'll teach you everything you need to know if you're new to the industry.

We're one of the UK's leading general insurance and financial services organisations, and for over 110 years we've put our customers at the heart of everything we do. Our people are just as important to us, so we're proud to be recognised as "a great place to work". Our Gallup Exceptional Workplace 2026 award was not only awarded with Distinction, but it also marked us as the first UK based company to earn a Gallup Exceptional Workplace award for eleven consecutive years. We've also been consistently recognised by Glassdoor. We appeared in the Glassdoor Best Places to Work UK list in 2023, 2024 and 2026 - and in 2026, we were the highest ranked insurance business in the UK, highlighting our strong employee experience and the positive feedback our people share on the platform. Additionally, we were named in the LinkedIn Top Companies 2026 list of "Best midsize employers to grow your career in the UK", and we've been certified as a UK Top Employer by the Top Employers Institute in 2023, 2024, 2025 and 2026. We offer a supportive and empowering culture where people are inspired to perform, given opportunities to grow, and recognised and rewarded for 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're successful now and in the future.

Full time working hours - Our standard working week is 35 hours on a rotating shift pattern, with shifts between 8:00am and 6:00pm, Monday to Friday, plus an average of one Saturday in four from 9:00am to 12:30pm. During your first few months of training, you'll have a consistent routine of Monday to Friday, 9:00am to 5:00pm, helping you settle in comfortably., 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 Rewards When you join our team, you can expect a supportive culture and an attractive range of rewards and benefits including:
• £25,000 per annum (depending on experience)
• 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 - volunteer in the community for one day each year
• Unlimited access to Refer a Friend £500 bonus scheme
• Life Assurance cover of 4 x salary
• Employee discounts of 15% on a range of NFU Mutual insurance policies.
Working at NFU Mutual