Customer Service Advisor - Remote

WNS (Holdings) Limited (ADR); United Kingdom; Remote; GBP 40,000 - 60,000; Full time

Job summary

A leading Business Process Management company is looking for customer service representatives to handle motor insurance claims. The role involves answering calls, managing claims efficiently, and providing excellent customer service under flexible hours including weekends. Candidates must have strong communication and negotiation skills, alongside the ability to handle difficult situations with empathy.

Qualifications

• Strong communication skills are crucial.
• Ability to handle claims and negotiate effectively.
• Experience in customer service, particularly in insurance, is beneficial.

Responsibilities

• Answering inbound calls related to motor insurance claims.
• Negotiating claim settlements and ensuring compliance with regulations.
• Managing administrative tasks and providing updates to customers.

Skills

Customer service

Communication

Negotiation

Empathy

Time management

Job description

WNS (Holdings) Limited (NYSE: WNS) is a leading Business Process Management (BPM) company. We combine our industry knowledge with technology and analytics to create innovative, digital-led transformational solutions for clients across 10 industries. Our services help businesses in Travel, Insurance, Banking and Financial Services, Manufacturing, Retail, Consumer Packaged Goods, Shipping, Logistics, Healthcare, and Utilities to re-imagine their digital future and achieve operational excellence.

We offer a range of BPM services in finance and accounting, procurement, customer interaction, and human resources, tailored to address each client's unique challenges. We work with over 400 clients, supported by a team of more than 64,000 employees.

Job Description

Working hours include:

• Weekday evenings: 18:00 – 22:00
• 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)

Applicants must be able to commit to either Saturday or Sunday shifts, plus bank holidays. Working hours are flexible and will be discussed during the interview. Flexibility may also be required during a training period of up to 35 hours per week.

Basic Purpose and Function

To provide excellent customer service by promptly answering calls, handling claims professionally, and adopting a proactive approach to claims management.

To negotiate claim settlements within service level agreements, ensuring excellent service standards and compliance with best practices.

Key Tasks

• Answering calls and signing off calls according to WNS procedures
• Handling inbound FNOL calls related to motor insurance claims, providing a calm and reassuring customer experience
• Gathering detailed information about incidents, vehicles, drivers, and third parties
• Ensuring compliance with industry regulations, internal policies, and data protection standards
• Assessing call urgency and directing calls appropriately, escalating complex cases
• Prioritizing workload and managing time effectively
• Communicating clearly with customers, explaining next steps, and managing expectations
• Supporting distressed customers with empathy and efficiency
• Negotiating claim settlements to achieve the best possible terms
• Identifying potential fraud indicators and raising concerns as per internal procedures
• Handling complaints according to company procedures
• Keeping customers informed about claim status both verbally and in writing
• Managing administrative tasks, including typing emails and maintaining organized claim files