About the job
Varied Work Hours Available:
Evenings (Weekdays): 17:00 - 22:00 | 17:30 – 22:30
Mornings (Weekdays): 07:00 - 09:00
Saturday: 08:00 - 22:00 (Shifts of 6-12 hours available)
Sunday: 08:00 - 22:00 (Shifts of 6-12 hours available)
Night Shifts: 22:00 - 09:00 (Various patterns, Monday - Sunday)
Applicants must be available to work either Saturday or Sunday, including bank holidays.
Flexibility is essential during the training period, with up to 35 hours per week required.
Role Overview:
As a Customer Service Advisor, your primary responsibility is to deliver exceptional customer service to our clients. You'll handle incoming telephone inquiries promptly and professionally while adopting a proactive approach to claims management.
Your role will involve negotiating claims in accordance with Service Level Agreements (SLAs), ensuring adherence to high service standards and best practices.
Key Responsibilities:
- Respond to calls and document conversations according to WNS procedures.
- Manage inbound First Notice of Loss (FNOL) calls related to motor insurance claims, providing a calm and reassuring experience for customers.
- Gather accurate information regarding incidents, vehicles, drivers, and third-party involvement.
- Ensure compliance with industry regulations, internal policies, and data protection laws.
- Evaluate urgency and escalate complex cases appropriately.
- Effectively prioritize your workload and adhere to time management schedules.
- Communicate clearly and professionally to manage customer expectations.
- Exhibit empathy while efficiently supporting distressed customers following incidents.
- Conduct necessary inquiries to negotiate settlements on customer claims.
- Stay vigilant for indicators of fraudulent activity and report concerns per internal protocols.
- Handle complaints in accordance with company policies.
- Keep policyholders updated on the status of their claims through verbal and written communication.
- Manage administrative tasks related to claims, including maintaining an organized claims portfolio.

