NFU Mutual has announced the appointment of Rachel Kelsall (pictured above) as customer services director. She will take over from Steve Bower, who is set to retire by the end of March next year.
Kelsall has been with NFU Mutual for over 33 years and is currently the head of underwriting and claims. She joined the company in 1989 after working with Lloyds Bank and has held a number of roles within customer services, claims, finance and underwriting.
“It is a great privilege to become NFU Mutual’s new customer services director,” said Kelsall. “I’m looking forward to delivering the ambitions we have for the company, which will continue to provide exceptional customer service to our members.”
“I am delighted to welcome Rachel as customer services director and as a member of our main board,” added NFU Mutual chief executive Nick Turner. “Rachel has played a critical role in the company driving strategic change, while ensuring we continue to deliver outstanding levels of customer satisfaction.”
Turner also thanked Bower for his three-decade run with NFU Mutual. Bower became customer services director in 2010 after serving in a variety of roles within the company, including sales manager, regional manager, and chief manager for life services.
“I would also like to take this opportunity to thank Steve Bower for his great contribution to NFU Mutual’s success over the past 33 years and for always keeping the customer at the heart of what we do,” he said. “We wish Steve the very best for his retirement next year.”
