Customer Service Advisor - Remote at WNS Global Services

Potential Varied Hours Available:

Weekday evenings: 17:00 - 22:00 | 17:30 – 22:30

Weekday mornings: 07:00 – 09:00

Saturday: 08:00 - 22:00 - Between 6-12 Hour shifts available.

Sunday - 08:00 - 22:00 - Between 6-12 Hour shifts available.

Night shifts: 22:00 - 09:00 (Different shift patterns, Monday - Sunday).

Applicants must be able to commit either a Saturday or Sunday plus bank holidays

Times are flexible and will be discussed/ arranged in interview

Flexibility may be required to complete a training period for up to 35 hours per week.

Basic Purpose and Function:

To provide excellent customer service to our Clients, by ensuring that all telephone calls are answered promptly and dealt with professionally and applying a proactive approach to claims handling.

To negotiate all heads of claim within the Service Level Agreements on economic terms, adhering to excellent service standards and best practice

Key Tasks:

• Answering the telephone and signing off calls in accordance with WNS’ agreed procedures
• Handle inbound FNOL calls relating to motor insurance claims, delivering a calm, clear, and reassuring customer experience in a timely manner.
• Capture accurate and detailed information about the incident, vehicle, drivers, and third parties involved.
• Maintain compliance with industry regulations, internal policies, and data protection standards
• Assess urgency and direct calls appropriately, including escalating complex or high-priority cases.
• Ensure correct prioritisation of workload and time management schedules are adhered to
• Communicate clearly and professionally, explaining the next steps and managing customer expectations
• Balance empathy and efficiency, supporting customers who may be distressed following an accident or incident.
• Making all liability enquiries necessary to allow you to negotiate settlement of Customer claims on the best possible terms
• Assess circumstances with a critical eye, remaining alert to potential indicators of fraudulent activity and raising concerns in line with internal procedures.
• Complaint handling within agreed company procedures
• Keeping the policyholder informed both verbally and in writing of the status of the claim
• Carry out administration on files including general typing of emails and keeping a well organised and up to date portfolio of claims, which you will manage proactively and efficiently
• Capture accurate and detailed information about the incident, vehicle, drivers, and third parties involved.

High School or Lower.