Customer Service Advisor – Remote

Potential Varied Hours Available

• Weekday evenings: 17:00 – 22:00 | 17:30 – 22:30
• Weekday mornings: 07:00 – 09:00
• Saturday: 08:00 – 22:00 – 6-12 hour shifts available.
• Sunday: 08:00 – 22:00 – 6-12 hour shifts available.
• Night shifts: 22:00 – 09:00 (Different shift patterns, Monday – Sunday).

Applicants must be able to commit either a Saturday or Sunday plus bank holidays. Times are flexible and will be discussed / arranged in interview.

Flexibility may be required to complete a training period for up to 35 hours per week.

Basic Purpose and Function

To provide excellent customer service to our clients by ensuring all telephone calls are answered promptly and dealt with professionally, while adopting a proactive approach to claim 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

• Answer telephone calls and sign 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 prioritization 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 allow negotiation of 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 complaint 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 keeping a well‑organised and up‑to‑date portfolio of claims, which you will manage proactively and efficiently.

Qualifications

High school or lower.

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