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Customer Service Advisor - Remote

WNS
Ipswich, GBR
Part-time
Mid
Remote
Discovered 2 weeks ago

Full Job Posting

Key Responsibilities:

  • 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.
  • What We're Looking For:
  • 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.
  • Access to employee benefits and wellbeing support programmes.
  • 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.

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.

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