Professional advice on farming, legal or technical issues for NFU members is just a phone call away
Celebrating 25 years of NFU CallFirst
“NFU CallFirst is a hidden gem that I wish I had known about sooner. I wouldn't hesitate to use this valuable service.”
NFU Farmer & Grower member Karan Ashby
What is NFU CallFirst?
CallFirst is a vital support system for our members.
For 25 years, it has delivered timely and expert advice that has helped farmers navigate legal and business complexities, with our CallFirst advisers going above and beyond to ensure that members receive the best possible outcome.
NFU President Tom Bradshaw
CallFirst has come a long way since it opened on 11 October 1999, when it offered a legal advisory service and handled members’ subscription queries.
NFU CallFirst was the brainchild of Steve Smith, an advisor who was also a guru on matters relating to transport law.
Steve recognised the need for a service to deal with member queries as quickly and efficiently as possible.
Before the new recruits started, Steve together with Deborah Lodge looked to design a system focused on delivering a high-quality customer service to NFU members.
Over the past year alone, CallFirst advisers have handled over 45,000 calls
New technological developments in telephony and especially linking telephones to computers were key in providing the new service.
“The system was so well designed that it's stood the test of time,” explains legal and technical adviser Nick Shelley.
If you’ve ever used NFU CallFirst before, chances are you may have spoken to Nick, one of the original recruits who was hired for the launch of the service, and has never looked back since.
On-hand expertise
Today, the service offers access to 21 legal and technical advisers with expertise in areas such as employment law, agriculture and land management to name a few, handling more than 45,000 calls in the past year alone.
Between them, the NFU’s legal and technical advisers boast more than 400 years’ worth of experience – knowledge NFU members can call upon and utilise without limit or extra cost.
“We speak to members because we understand what their needs are – we offer a personal service – and we've never lost that personal element as the service has grown,” Nick explains.
“We know that members can feel isolated sometimes and they don’t have some law firm on the end of the phone they can ring.
“In some cases, they can find themselves in a difficult spot and to think that you can gain their confidence and to know that person is better off from having spoken with you, that’s the most satisfying part of the job.”
Find out why NFU CallFirst always takes the time to listen.
Find out why NFU CallFirst always takes the time to listen.
CallFirst has come a long way since it opened on 11 October 1999, when it offered a legal advisory service and handled members’ subscription queries.
NFU CallFirst was the brainchild of Steve Smith, an advisor who was also a guru on matters relating to transport law.
Steve recognised the need for a service to deal with member queries as quickly and efficiently as possible.
Before the new recruits started, Steve together with Deborah Lodge looked to design a system focused on delivering a high-quality customer service to NFU members.
Over the past year alone, CallFirst advisers have handled over 45,000 calls
New technological developments in telephony and especially linking telephones to computers were key in providing the new service.
“The system was so well designed that it's stood the test of time,” explains legal and technical adviser Nick Shelley.
If you’ve ever used NFU CallFirst before, chances are you may have spoken to Nick, one of the original recruits who was hired for the launch of the service, and has never looked back since.
On-hand expertise
Today, the service offers access to 21 legal and technical advisers with expertise in areas such as employment law, agriculture and land management to name a few, handling more than 45,000 calls in the past year alone.
Between them, the NFU’s legal and technical advisers boast more than 400 years’ worth of experience – knowledge NFU members can call upon and utilise without limit or extra cost.
“We speak to members because we understand what their needs are – we offer a personal service – and we've never lost that personal element as the service has grown,” Nick explains.
“We know that members can feel isolated sometimes and they don’t have some law firm on the end of the phone they can ring.
“In some cases, they can find themselves in a difficult spot and to think that you can gain their confidence and to know that person is better off from having spoken with you, that’s the most satisfying part of the job.”
What do members say about our service?
“I have been an NFU member for many years and certainly been using the NFU’s services for many decades.
Like most business I have had to look at cost cutting expenses along the way.
“Obviously you can imagine that subscriptions to organisations such as your own can be prime candidates to come under review.
“I can say with total honesty that whenever I have considered cutting my overheads it has never taken many moments of thought to realise the value that I have received from the advice and information from your panel of advisers.
“You do have an outstanding team of advisers at hand for us members, they are a credit to your organisation and one of the main reasons for my continued support.”
NFU Farmer & Grower member Stuart Bagnall
How does it work?
Monday to Friday from 8am–5pm our advisers are on hand to answer every and any query you may have.
As soon as you dial our number you will be put through to one of our customer service advisers who will transfer your call to the relevant expert in the field your query relates to.
There’s no algorithms here, no computerised, pre-recorded answers – from the moment your call is answered you’ll be speaking to a real person. Almost all our calls, 98% to be exact, are answered first time.
There is 400 years of experience combined within the team
We’ll keep a record of your query so if you’re transferred to another of our experts, or if you ever want to call again, there’ll be no need to repeat everything you just told us.
What questions can I ask?
Anything from direct professional advice on farming, legal or technical issues, or general membership queries concerning subscriptions, payments, magazines and discounts.
“We're here to help members help themselves,” legal and technical adviser Nick Shelley explains.
Perhaps you’re struggling to make sense of some new government guidance, or have been sent an email by the RPA which has left you unsure what to do next.
“We want to empower them with knowledge and reinforce their understanding,” says Nick.
“We speak to members, some of whom don't have computers or are unsure about something they've read online – they're wanting confirmation and we can reassure them if their interpretation is correct or not.
“You have to be able to speak in a language that everyone can understand otherwise you've lost people – that's where we can help.”
98% of calls answered first time
Listen to Legal and Technical team manager Claire Christon explain the types of queries members call in about.
NFU Legal and Technical team manager Claire Christon explains how it works.
Who are the experts behind the phones?
We have a range of experience within the team from solicitors to paralegals, legal executives to animal welfare experts.
Read our who’s who of the legal and technical advisers to find out exactly who you're speaking to.
We can often resolve matters for members at an early stage without recourse to instruct a solicitor to represent.
Monday to Friday from 8am–5pm our advisers are on hand to answer every and any query you may have.
As soon as you dial our number you will be put through to one of our customer service advisers who will transfer your call to the relevant expert in the field your query relates to.
There’s no algorithms here, no computerised, pre-recorded answers – from the moment your call is answered you’ll be speaking to a real person. Almost all our calls, 98% to be exact, are answered first time.
There is 400 years of experience combined within the team
We’ll keep a record of your query so if you’re transferred to another of our experts, or if you ever want to call again, there’ll be no need to repeat everything you just told us.
What questions can I ask?
Anything from direct professional advice on farming, legal or technical issues, or general membership queries concerning subscriptions, payments, magazines and discounts.
“We're here to help members help themselves,” legal and technical adviser Nick Shelley explains.
Perhaps you’re struggling to make sense of some new government guidance, or have been sent an email by the RPA which has left you unsure what to do next.
“We want to empower them with knowledge and reinforce their understanding,” says Nick.
“We speak to members, some of whom don't have computers or are unsure about something they've read online – they're wanting confirmation and we can reassure them if their interpretation is correct or not.
“You have to be able to speak in a language that everyone can understand otherwise you've lost people – that's where we can help.”
98% of calls answered first time
Listen to Legal and Technical team manager Claire Christon explain the types of queries members call in about.
NFU Legal and Technical team manager Claire Christon explains how it works.
Who are the experts behind the phones?
We have a range of experience within the team from solicitors to paralegals, legal executives to animal welfare experts.
Read our who’s who of the legal and technical advisers to find out exactly who you're speaking to.
We can often resolve matters for members at an early stage without recourse to instruct a solicitor to represent.
NFU CallFirst advisers are always happy to help
NFU CallFirst advisers are always happy to help
“I decided to join the NFU because of the membership benefits we receive.
“Not only that, but on the end of the line there is a fantastic service in NFU CallFirst who have been so helpful in the past.”
NFU Farmer & Grower member Duncan Hawley
Membership value
In our annual Voice of the Farmer survey, 55% of members rated CallFirst as very to extremely valuable.
Claire explains the savings members can make
‘It’s anything but a call centre’
NFU business services manager Kirsty Kane explains some common misconceptions and how our advisers can support both on and off the phone.
“We’ve taken the legal and technical jargon from our policy teams and put it into a language members can understand.”
Kirsty explains why CallFirst continues to be such a great resource for members
Frontline of support for farmers
NFU customer services manager Lianne Cornelius explains how care for our members is at the heart of everything we do.
“It’s having that personal connection and understanding with members that they really appreciate.”
Lianne explains the NFU’s customer care
“Every day we hear success stories where CallFirst has made a real difference in members’ lives, and we look forward to continuing this legacy.”
NFU business services manager Kirsty Kane
What now?
Call NFU CallFirst
Our unlimited service is free for NFU Farmer & Grower members, so if you are looking for professional advice on farming, legal or technical issues – or for general membership enquiries.
The NFU’s CallFirst team are ready to help.
NFU Employment Service
We also know that running a business has never been more complicated, especially when it comes to employment legislation.
The NFU Employment Service will provide you with the practical help and assistance you need.
NFU Contract Checking Service
Seeking early advice before signing on the dotted line can protect you from potentially costly, lengthy and stressful legal disputes in the future.
That’s why the NFU, in conjunction with its Legal Panel Firms, is delighted to offer a Contract Checking Service to NFU Farmer & Grower members.
NFU Legal Assistance Scheme
The NFU LAS (Legal Assistance Scheme) is a discretionary benefits in-house scheme run by a team of solicitors.
It provides NFU Farmer & Grower members with professional guidance and financial support towards legal and other professional costs, should you face a legal dispute relating to your farming or growing business.
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