WNS Global Services is hiring a 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 - Between 6-12 Hour shifts available. Sunday - 08:00 - 22:00 - Between 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 that all telephone calls are answered promptly and dealt with professionally and 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 Tasks: - 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. - Making all liability enquiries necessary to allow you 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. - Complaint handling within agreed company procedures - Keeping 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 - Capture accurate and detailed information about the incident, vehicle, drivers, and third parties involved.