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Customer Service Advisor - Remote

WNS (Holdings) Limited (ADR)United Kingdom

29 days ago

Job type

Full-time

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

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Customer Service Advisor • United Kingdom