Customer Service Advisor

2 days ago

Ipswich, Suffolk, United Kingdom WNS Global Services Full time
Company Description

WNS (Holdings) Limited (NYSE: WNS), is a leading Business Process Management (BPM) company. We combine our deep industry knowledge with technology and analytics expertise to co-create innovative, digital-led transformational solutions with clients across 10 industries. We enable businesses in Travel, Insurance, Banking and Financial Services, Manufacturing, Retail and Consumer Packaged Goods, Shipping and Logistics, Healthcare, and Utilities to re-imagine their digital future and transform their outcomes with operational excellence.We deliver an entire spectrum of BPM services in finance and accounting, procurement, customer interaction services and human resources leveraging collaborative models that are tailored to address the unique business challenges of each client. We co-create and execute the future vision of 400+ clients with the help of our 64,000+ employees.

Job Description

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.
Qualifications

High School or Lower.

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