Customer Service Advisor - Remote

WNS; Ipswich; On-site; GBP 22,000 - 30,000; Full time

Benefits offered by this job

Access to employee benefits and well‑g

Job summary

WNS (Holdings) Limited is seeking a dedicated claims handler to deliver excellent customer service for motor insurance claims. You will handle FNOL calls, collect accurate incident details, and guide customers through the claim lifecycle with professionalism and empathy.

You will negotiate settlements within established authorities, maintain compliant records, and escalate complex cases as needed. The role requires flexibility to work varied shifts and participate in a 4-week training programme.

Qualifications

• Excellent communication and customer service skills.
• Ability to remain calm and empathetic in difficult situations.
• Strong attention to detail and accuracy.
• Good organisational and time management skills.
• Ability to make sound decisions within agreed processes.

Responsibilities

• Answer telephone calls and conclude conversations in line with WNS procedures.
• Handle inbound FNOL calls relating to motor insurance claims.
• Provide a calm, professional and reassuring experience to customers after an accident.
• Capture incident details accurately for liability decisions and settlements.
• Explain claim processes and manage customer expectations throughout the lifecycle.
• Prioritise workload and manage tasks within service levels.
• Negotiate settlements following company guidelines and authorities.
• Escalate complex or high-value cases when appropriate.
• Identify potential fraud indicators and raise concerns accordingly.
• Ensure compliance with FCA, data protection, and internal policies.
• Maintain records and complete administrative tasks including email updates.
• Proactively manage a portfolio of claims and keep files up to date.

Skills

Excellent communication

Customer service experience

Empathy

Attention to detail

Time management

Decision making

Calm under pressure

Job description

Company Description

WNS (Holdings) Limited (NYSE: WNS) is a global leader in Business Process Management (BPM), helping more than 400+ clients reimagine and transform their operations through digital-first solutions. With 63,000+ employees across the world, we combine deep industry expertise, modern technology, and data-driven insights to make organisations more efficient, more resilient, and more customer‑focused.

Company Description

WNS (Holdings) Limited (NYSE: WNS) is a global leader in Business Process Management (BPM), helping more than 400+ clients reimagine and transform their operations through digital-first solutions. With 63,000+ employees across the world, we combine deep industry expertise, modern technology, and data-driven insights to make organisations more efficient, more resilient, and more customer‑focused. We partner with leading businesses across Travel, Insurance, BFSI, Retail, Healthcare, Utilities, Logistics and more — delivering smarter, faster, outcome‑driven business operations.

Job Description

Working Hours

• Weekday Evenings: 17:00 - 22:00 or 17:30 - 22:30
• Weekday Mornings: 07:00 - 09:00
• Saturday: 08:00 - 22:00 (6-12 hour shifts available)
• Sunday: 08:00 - 22:00 (6-12 hour shifts available)
• Night Shifts: 22:00 - 09:00 (various shift patterns available Monday to Sunday)

Applicants must be able to work either Saturday or Sunday, as well as Bank Holidays.

Specific working patterns will be discussed and agreed during the interview process.

Training Programme

4-week training programme: Monday to Thursday, 16:00 - 22:00 (24 hours per week). Applicants must be able to attend all training sessions before moving to their contractual hours.

Basic Purpose and Function

To provide an excellent customer experience by ensuring all telephone calls are handled promptly, professionally, and efficiently. The role requires a proactive approach to claims handling, delivering high standards of customer service while accurately assessing and progressing motor insurance claims.

You will be responsible for negotiating and settling claims within agreed service levels, ensuring compliance with company procedures, regulatory requirements, and best practice standards.

Key Responsibilities

• Answer telephone calls and conclude conversations in accordance with WNS procedures.
• Handle inbound First Notification of Loss (FNOL) calls relating to motor insurance claims.
• Deliver a calm, professional, and reassuring experience to customers following an accident or incident.
• Accurately capture details relating to the incident, vehicles, drivers, passengers, and third parties involved.
• Clearly explain claim processes and manage customer expectations throughout the claim lifecycle.
• Prioritise workload effectively and manage tasks within agreed service levels.
• Assess claims and gather the necessary information to support liability decisions and claim settlements.
• Negotiate claim settlements in line with company guidelines and agreed authorities.
• Escalate complex, high-value, or sensitive cases where appropriate.
• Identify potential indicators of fraudulent activity and raise concerns in line with company procedures.
• Ensure compliance with FCA requirements, data protection legislation, and internal policies.
• Handle customer complaints in line with company procedures and regulatory standards.
• Keep policyholders updated on the progress of their claims both verbally and in writing.
• Maintain accurate claim records and complete all associated administrative tasks, including email correspondence and system updates.
• Proactively manage a portfolio of claims, ensuring files remain accurate, organised, and up to date at all times.

Qualifications

What We're Looking For

• Excellent communication and customer service skills.
• Ability to remain calm and empathetic when dealing with customers in difficult situations.
• Strong attention to detail and accuracy.
• Good organisational and time management skills.
• Ability to make sound decisions and work within agreed processes.
• Comfortable working in a fast‑paced environment.
• Previous customer service, contact centre, insurance, or claims handling experience is advantageous but not essential.

Additional Information

• Right to work in the UK – We are unable to offer sponsorship so you will need to have a Right to work for any Employer in the UK.
• If offered the position, you will be required to undergo vetting/background checks as per our client’s requirements.
• Access to employee benefits and wellbeing support programmes.