[Hiring] Customer Service Advisor @WNS Global Services

Role Description

To provide an excellent customer experience by ensuring all telephone calls are handled promptly, professionally, and efficiently. The role requires a proactive approach to claims handling, delivering high standards of customer service while accurately assessing and progressing motor insurance claims.

• Answer telephone calls and conclude conversations in accordance with WNS procedures.
• Handle inbound First Notification of Loss (FNOL) calls relating to motor insurance claims.
• Deliver a calm, professional, and reassuring experience to customers following an accident or incident.
• Accurately capture details relating to the incident, vehicles, drivers, passengers, and third parties involved.
• Clearly explain claim processes and manage customer expectations throughout the claim lifecycle.
• Prioritise workload effectively and manage tasks within agreed service levels.
• Assess claims and gather the necessary information to support liability decisions and claim settlements.
• Negotiate claim settlements in line with company guidelines and agreed authorities.
• Escalate complex, high-value, or sensitive cases where appropriate.
• Identify potential indicators of fraudulent activity and raise concerns in line with company procedures.
• Ensure compliance with FCA requirements, data protection legislation, and internal policies.
• Handle customer complaints in line with company procedures and regulatory standards.
• Keep policyholders updated on the progress of their claims both verbally and in writing.
• Maintain accurate claim records and complete all associated administrative tasks, including email correspondence and system updates.
• Proactively manage a portfolio of claims, ensuring files remain accurate, organised, and up to date at all times.

Qualifications

• Excellent communication and customer service skills.
• Ability to remain calm and empathetic when dealing with customers in difficult situations.
• Strong attention to detail and accuracy.
• Good organisational and time management skills.
• Ability to make sound decisions and work within agreed processes.
• Comfortable working in a fast-paced environment.
• Previous customer service, contact centre, insurance, or claims handling experience is advantageous but not essential.

Requirements

• Right to work in the UK – We are unable to offer sponsorship so you will need to have a Right to work for any Employer in the UK.
• If offered the position, you will be required to undergo vetting/background checks as per our client’s requirements.

Benefits

• Access to employee benefits and wellbeing support programmes.