Overview
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 64,000+ employees.
Hours and flexibility
Varied hours available: Weekday evenings 17:30 – 22:30; Weekday mornings 07:00 – 09:00; Saturday 08:00 – 22:00 (6-12 hour shifts); Sunday 08:00 – 22:00 (6-12 hour shifts). Times are flexible and will be discussed at interview. Flexibility may be required to complete a training period for up to 35 hours per week.
Purpose
To provide excellent customer service to our clients by ensuring that all telephone calls are answered promptly and dealt with professionally, 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 Responsibilities
* Answering the telephone and signing off calls in accordance with WNS’ agreed procedures
* Handle inbound FNOL calls relating to motor insurance claims, delivering a calm, clear, and reassuring customer experience in a timely manner
* Capture accurate and detailed information about the incident, vehicle, drivers, and third parties involved
* Maintain compliance with industry regulations, internal policies, and data protection standards
* Assess urgency and direct calls appropriately, including escalating complex or high-priority cases
* Ensure correct prioritisation of workload and time management schedules are adhered to
* Communicate clearly and professionally, explaining the next steps and managing customer expectations
* Balance empathy and efficiency, supporting customers who may be distressed following an accident or incident
* Make all liability enquiries necessary to negotiate settlement of customer claims on the best possible terms
* Assess circumstances with a critical eye, remaining alert to potential indicators of fraudulent activity and raising concerns in line with internal procedures
* Handle complaints within agreed company procedures
* Keep 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 maintaining a well-organised and up-to-date portfolio of claims
Qualifications
* High School or equivalent
Seniority level
* Associate
Employment type
* Part-time
Job function
* Customer Service
Industries
* Outsourcing/Offshoring
Location
Ipswich, England, United Kingdom
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