Employer: National Friendly
Job Title: Customer Service Agent
Location: Bristol, United Kingdom (Hybrid)
Salary: £24,000.00–£26,000.00 per year
Job Type: Full-time
Job Overview
As a Member (Customer) Service Agent, you will be the first point of contact for National Friendly customers, handling a wide range of queries through telephone, email, written communication and in the future webchat too. You will play a key role in delivering a high-quality service, answering enquiries, resolving issues, processing documentation and providing general support to customers with their accounts and policies.
This role requires strong communication skills, attention to detail, and a proactive approach to problem-solving. You’ll naturally enjoy speaking to customers on the telephone and helping them in any way you can. You’ll also be responsible for accurately maintaining customer records, managing sensitive information, and ensuring that all customer interactions reflect National Friendly’s commitment to treating customers fairly and acting with integrity.
Key Responsibilities
Answer customer queries via telephone, email, web chat, and letters
Acknowledging, investigating and resolving general enquiries and non-regulatory complaints
Process payments securely over the phone (card and direct debit)
Administer and process a variety of customer documents such as:
Claims
Trust deeds
Powers of attorney
Policy alterations and more
Log regulatory complaints with the Complaints Team
Maintain accurate customer records and ensure all correspondence is correctly stored
Keep up to date with products, services, and internal systems
Complete required online training and support ad hoc administrative tasks as needed
What National Friendly Is Looking For
Previous experience in a customer service or contact centre role
Excellent communication skills – written and verbal
Strong attention to detail and data accuracy
Ability to work well under pressure in a fast-paced environment
Comfortable using a variety of communication channels
A team player with a positive, can-do attitude
Confident using computer systems and managing multiple tasks
What National Friendly Offers
A supportive and inclusive working environment
Comprehensive training and development
Opportunities for career progression
Competitive salary, generous bonus scheme and benefits package
Hybrid working
National Friendly Values
Caring – National Friendly puts kindness and empathy first, advocating for all who need support.
Dedicated – National Friendly takes pride in delivering a quality service built on trust and experience.
Agile – National Friendly adapts quickly, embraces change, and challenges the status quo.
Credible – National Friendly acts with integrity, reliability, and inclusivity in everything it does.
Employment Details
Job Types: Full-time, Permanent
Pay: £24,000.00–£26,000.00 per year
Benefits
Additional leave
Company events
Company pension
Cycle to work scheme
Enhanced maternity leave
Enhanced paternity leave
Life insurance
Private medical insurance
Sick pay
Work from home
Location & Eligibility
Ability to commute/relocate:
Bristol BS1 4NT: reliably commute or plan to relocate before starting work (required)
Work authorisation:
United Kingdom (required)
Work Location: Hybrid remote in Bristol BS1 4NT
How to Apply
If you’re interested in this role, visit the official website for more information — click here to apply now.