Customer Service Advisor

1 month ago

Ipswich, United Kingdom WNS Global Services Full time
Job Description

Varied Hours Available:

Weekday evenings: 17:30 - 22:30

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

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

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
  • Recording all telephone calls on Proclaim or Client system, as appropriate
  • Handling calls received at source wherever possible. If you are unable to assist callers at the time of calling you should ensure that they are called back within agreed timescales
  • Corresponding with all parties concerned by use of the telephone, letter and any other means appropriate
  • Ensure correct prioritisation of workload and time management schedules are adhered to
  • Ensuring all call backs promised are made within agreed timescales
  • Maintaining post and diary on your Client portfolio within agreed Key Performance Indicators (KPIs)
  • Making all liability enquiries necessary to allow you to negotiate settlement of Customer claims on the best possible terms
  • Corresponding with all parties concerned by use of the telephone, letter and any other means appropriate
  • Identification and resolution of potential fraud, repudiation and voidance
  • 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
  • Collecting accurate information and documents to proceed with a claim

Qualifications

Essential

  • GCSE English and Maths
  • Previous experience of working within a call-centre environment, customer service and/or the field of insurance.
  • A positive and self-confident approach when dealing with customers, and where appropriate, representatives of the Company’s clients.
  • The ability to utilise qualities such as empathy, tact and diplomacy when interacting with customers, with the recognition that customers may be distraught and concerned following an incident

Desirable

  • Commercial insurance experience
  • The ability to recognise and deal with problematic claims and / or refer them to more senior members of staff for appropriate action.
  • A background in customer relations or experience of conflict resolution would be beneficial.

Additional Information

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