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
Note - We will only consider Applicants based in the UK & have Right to Work
Job Responsibilities:-
Effective management of client vehicle repairs including:
* Deployment of new repairs to WNS' Approved Repairer Network
* Influencing of, and negotiation with both network and non-network repairers
* Providing Driver and Client repair updates
* Managing and minimising repair delays
* Referral to internal and external engineering services
* Escalation to client's insurers when policy terms require it
Accurate record keeping to allow effective file review and audit:
* Accurate data capture
* Creating telephone notes to summarise discussion with external parties
* Correct filing of electronic documents
* Noting key repair dates and milestones
Handling telephone and email queries from drivers, corporate clients and insurers
* Using correct salutations and adhering to WNS call handling guidelines
* Presenting a professional and capable image of the business
* Offering first-time resolution for all contact points and all queries
Managing post-accident mobility for drivers
* Handle provision of courtesy cars and rental vehicles
Handling customer complaints in line with WNS and FCA guidelines
* Act as first point of contact for any customer complaint
* Take ownership of customer complaints as necessary
* Refer and escalate complaints to correct departments
* Creating feedback records to enable complaint tracking
* Adhere to internal and regulatory rules and guidelines
Manage external suppliers to deliver in line with their contracted terms
* Challenge underperformance from Supplier Network
* Escalate issues as necessary to the WNS Network Team
Qualifications
Essential
* Professional and polite telephone manner
* Basic computer literacy and typing skills
Desirable
* Basic knowledge of relevant legislation – Financial Ombudsman Service (FOS), Financial Conduct
* Authority (FCA) and Data Protection Act (DPA)
* Basic knowledge of private motor/fleet insurance and claims handling
* Experience in a target-driven customer service environment
Additional Information
* Knowledge of vehicle types and their basic features and construction
* Excellent Communication Skills & Results Focus
* Client Focus
* Developing Self and Others
* Problem Solving
* Quality Focus
* Commercial Awareness
* Systems of Work
* Handling Systems