Customer Service Advisor - OOH

Ipswich, England, United Kingdom

12/17/2024

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 that are tailored to address the unique business challenges of each client. We co-create and execute the future vision of 400+ clients with the help of our 44,000+ employees.

Job Description

About us

WNS Assistance is one of the UK’s leading providers of claims management outsourcing services, currently managing over 100,000 claims per annum.

WNS Assistance delivers comprehensive, end-to-end claims managements solutions to clients across the UK – from MGAs and blue chip insurers to a range of fleets and broker businesses.

Our dedicated teams and streamlined processes help us deliver a responsive, flexible and fully transparent solution that includes property, motor and legal claims management.

From FNOL through to resolutions, everything is managed in-house, with our professional handlers delivering high levels of service throughout the claims process. Our nationwide repair network helps us control cost for all clients, while also protecting indemnity spend and making a positive difference to customers perceptions of their brands.

Hours Available:

• Saturday &/ or Sunday 08:00 – 22:00 + Bank Holiday (8 hours per day)
• Twilight Hours 17:30 - 22:30
  
  
  

Basic Purpose and Function:

To provide excellent customer service to our Clients, by ensuring that all telephone calls are answered promptly and dealt with professionally and 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 practice

Key Tasks:

• Answering the telephone and signing off calls in accordance with WNS’ agreed procedures
• Recording all telephone calls on Proclaim or Client system, as appropriate
• Handling calls received at source wherever possible. If you are unable to assist callers at the time of calling you should ensure that they are called back within agreed timescales
• Corresponding with all parties concerned by use of the telephone, letter and any other means appropriate
• Ensure correct prioritisation of workload and time management schedules are adhered to
• Ensuring all call backs promised are made within agreed timescales
• Maintaining post and diary on your Client portfolio within agreed Key Performance Indicators (KPIs)
• Making all liability enquiries necessary to allow you to negotiate settlement of Customer claims on the best possible terms
• Corresponding with all parties concerned by use of the telephone, letter and any other means appropriate
• Identification and resolution of potential fraud, repudiation and voidance
• Complaint handling within agreed company procedures
• Keeping the policyholder informed both verbally and in writing of the status of the claim
• Carry out administration on files including general typing of emails and keeping a well organised and up to date portfolio of claims, which you will manage proactively and efficiently
• Collecting accurate information and documents to proceed with a claim
  
  
  

Qualifications

Essential

• GCSE English and Maths
• Previous experience of working within a call-centre environment, customer service and/or the field of insurance.
• A positive and self-confident approach when dealing with customers, and where appropriate, representatives of the Company’s clients.
• The ability to utilise qualities such as empathy, tact and diplomacy when interacting with customers, with the recognition that customers may be distraught and concerned following an incident
  
  
  

Desirable

• Commercial insurance experience
• The ability to recognise and deal with problematic claims and / or refer them to more senior members of staff for appropriate action.
• A background in customer relations or experience of conflict resolution would be beneficial.