Customer Service Advisor - Remote

TN United Kingdom; Ipswich; Remote; GBP 20,000 - 30,000; Full time

Job summary

An established industry player is seeking dedicated customer service representatives to join their dynamic team. This role involves providing exceptional support to clients, ensuring all calls are handled promptly and professionally. You will have the opportunity to negotiate claims and assist customers during challenging times, all while adhering to high service standards. With flexible working hours, including evenings and weekends, this position is perfect for those looking to make a meaningful impact in the customer service sector. Join a forward-thinking company that values your commitment and offers a supportive work environment.

Qualifications

• Must provide excellent customer service and handle calls professionally.
• Ability to manage claims and negotiate settlements effectively.

Responsibilities

• Handle inbound calls for motor insurance claims with clarity and professionalism.
• Maintain compliance with regulations and manage customer expectations.

Skills

Customer Service

Communication Skills

Problem Solving

Time Management

Empathy

Education

High School Diploma

Job description

Social network you want to login/join with:

Client:

WNS Global Services

Location:

Job Category:

Customer Service

EU work permit required:

Yes

Job Reference:

9c1ab79697cc

Job Views:

4

Posted:

28.04.2025

Expiry Date:

12.06.2025

Job Description:

Varied Hours Available:

• Weekday evenings: 18:00 – 22:00
• 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.

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, 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.