Customer Service Advisor Remote

WNS Global Services; Ipswich; Remote; GBP 10,000 - 40,000; Part time

Job summary

A leading customer service firm in the UK is seeking part-time staff to provide exceptional customer service in handling motor insurance claims. The role includes flexible hours with responsibilities in call management and negotiation of claims. Applicants should possess strong customer service skills and time management capabilities.

Responsibilities

• Provide excellent customer service and handle inbound calls related to motor insurance claims.
• Negotiate settlement of claims while ensuring compliance with protocols.
• Capture accurate information about incidents and maintain a well-organized portfolio.

Skills

Sales Experience

Time Management

Order Management System

Customer Service

Dealership Experience

GM Vehicles

Retail Sales

Tire Service

Automotive Repair

OSHA

Service Writing

Automotive Service

Education

High School or Lower

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.

Remote Work

No

Employment Type

Part-time

Key Skills

• Sales Experience
• Time Management
• Order Management System
• Customer Service
• Dealership Experience
• GM Vehicles
• Retail Sales
• Tire Service
• Automotive Repair
• OSHA
• Service Writing
• Automotive Service

Experience

years

Vacancy

1