Repair Management Handler

WNS; Ipswich; Hybrid; GBP 26,000 - 38,000; Full time

Benefits offered by this job

Hybrid working

Job summary

WNS is seeking a proactive Repair Management Handler to join our UK operations team. You will manage end-to-end vehicle repairs, coordinate with drivers, insurers and repair partners, and ensure high-quality customer service across all touchpoints.

Based in the UK with right to work, you will maintain accurate records, update systems and strive for first-time resolution while minimising delays and managing supplier relationships.

Qualifications

• Professional, polite telephone manner.
• Confident computer and typing skills.
• Strong communication and organisational ability.

Responsibilities

• Allocate new repairs to the Approved Repairer Network.
• Influence and negotiate with repairers to ensure fair costs and best outcomes.
• Provide clear, timely repair updates to drivers and clients.
• Monitor and minimise repair delays.
• Refer cases to internal/external engineers as needed.
• Escalate to insurers where policy requires.

Skills

Telephone etiquette

Computer skills

Communication & organisation

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.

We partner with leading businesses across Travel, Insurance, BFSI, Retail, Healthcare, Utilities, Logistics and more — delivering smarter, faster, outcome‑driven business operations.

Job Description

About the Role

We’re looking for a proactive and customer‑focused Repair Management Handler to join our growing UK operations team. If you enjoy problem‑solving, building strong relationships, and keeping things running smoothly for customers when they need support most, this role is for you.

You’ll be the key link between drivers, repair partners, insurers, and internal teams—making sure every vehicle repair is managed efficiently, accurately, and with excellent customer service.

Note: Only applicants based in the UK with full Right to Work will be considered.

What You’ll Be Doing

Manage End‑to‑End Vehicle Repairs

• Allocate new repairs to our Approved Repairer Network
• Influence and negotiate with repairers to ensure fair costs and best outcomes
• Provide clear, timely repair updates to drivers and clients
• Monitor and minimise repair delays
• Refer cases to internal/external engineers as needed
• Escalate to insurers where policy requires

Keep Accurate, High-Quality Records

• Update systems with all relevant repair information
• Capture data accurately and create clear call notes
• Upload and manage digital documents
• Track key repair milestones and ensure visibility for audit

Deliver Confident, Professional Customer Service

• Handle inbound calls and emails from drivers, corporate clients and insurers
• Follow WNS call-handling guidelines and represent the business professionally
• Aim for first‑time resolution on all queries

Support Post‑Accident Mobility

• Arrange courtesy cars and rental vehicles
• Ensure drivers remain mobile during repairs

Manage Complaints with Care

• Act as first contact for customer complaints
• Own and resolve issues wherever possible
• Escalate appropriately following FCA and WNS guidelines
• Log complaints accurately to support tracking and continuous improvement

Work Closely with External Suppliers

• Hold repairers and suppliers to their contracted standards
• Challenge underperformance where required
• Escalate issues to the WNS Network Team when needed

Qualifications

What We’re Looking For

Essential

• Professional, polite telephone manner
• Confident computer and typing skills
• Strong communication and organisational ability

Desirable

• Understanding of FOS, FCA or Data Protection requirements
• Experience with motor/fleet insurance or claims handling
• Background in a target‑driven customer service environment

Bonus Skills

• Knowledge of vehicle types, repairs or basic automotive terminology
• A natural problem‑solver with strong attention to detail
• Commercial awareness
• Ability to manage workload in a fast‑paced environment
• Willingness to grow, learn and develop

Additional Information

Why Join Us?

• Hybrid working – flexibility that supports balance
• Global organisation with local team feel
• Clear development pathways and training support
• Make a real impact on the customer experience
• Be part of a supportive, collaborative team
• Work with trusted partners and well-known insurers