Customer Service Advisor

Job Description

Working Hours :

We offer a variety of shift patterns to suit different availability:

• Weekday Evenings: 17:00 - 22:00 or 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 (various shift patterns available Monday to Sunday)

Applicants must be able to work either Saturday or Sunday, as well as Bank Holidays.

Specific working patterns will be discussed and agreed during the interview process.

Training Programme :

4-week training programme: Monday to Thursday, 16:00 - 22:00 (24 hours per week). Applicants must be able to attend all training sessions before moving to their contractual hours.

Basic Purpose and Function:

To provide an excellent customer experience by ensuring all telephone calls are handled promptly, professionally, and efficiently. The role requires a proactive approach to claims handling, delivering high standards of customer service while accurately assessing and progressing motor insurance claims.

You will be responsible for negotiating and settling claims within agreed service levels, ensuring compliance with company procedures, regulatory requirements, and best practice standards.

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.

Qualifications

What We're Looking For:

• 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.

Additional Information

• 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.