Customer Service Advisor - Remote

WNS; Ipswich; Remote; GBP 20,000 - 30,000; Part time

Job summary

An established industry player is seeking dedicated individuals to provide exceptional customer service in the insurance sector. This role involves handling inbound calls related to motor insurance claims, ensuring a calm and professional experience for clients. You'll be responsible for capturing detailed information, assessing urgency, and managing expectations while adhering to compliance standards. With flexible hours and a supportive training environment, this position offers a chance to develop your skills in a dynamic team. If you are passionate about helping others and thrive in a fast-paced setting, this opportunity is perfect for you.

Qualifications

• Excellent customer service skills to handle calls and claims.
• Ability to communicate clearly and manage customer expectations.

Responsibilities

• Answer and manage inbound calls related to motor insurance claims.
• Capture detailed information about incidents and maintain compliance.
• Assess urgency and prioritize workload effectively.

Skills

Customer Service

Communication Skills

Problem-Solving

Negotiation Skills

Time Management

Education

High School Diploma

Job description

Company Description

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

We deliver an entire spectrum of BPM services in finance and accounting, procurement, customer interaction services, and human resources, leveraging collaborative models tailored to address each client's unique business challenges. We co-create and execute the future vision of over 400 clients with the help of our 64,000+ employees.

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 to either Saturday or Sunday plus bank holidays. Times are flexible and will be discussed/arranged in the 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 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 practices.

Key Tasks

• Answering calls and signing off calls in accordance with WNS’ procedures.
• Handle inbound FNOL calls related to motor insurance claims, delivering a calm, clear, and reassuring customer experience.
• Capture accurate and detailed information about incidents, vehicles, 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 prioritization of workload and adherence to time management schedules.
• Communicate clearly and professionally, explaining next steps and managing customer expectations.
• Support customers who may be distressed following an incident, balancing empathy and efficiency.
• Make liability inquiries necessary for negotiating settlements on the best possible terms.
• Assess circumstances critically, remaining alert to potential fraud indicators, and raise concerns as per internal procedures.
• Handle complaints within the company's procedures.
• Keep policyholders informed verbally and in writing about claim status.
• Manage administrative tasks, including typing emails and maintaining an organized, up-to-date claims portfolio.

Qualifications

High School diploma or lower.