Customer Service Advisors.

Customer Service Advisors.

WNS Assistance are currently recruiting for enthusiastic and motivated individuals to join us in the role of Customer Service Advisors.

We have two types of shifts as follows:

Monday-Friday 9am-17.30pm

4 days on and 4 days off, hours: 08:00 - 19:30 (10.5 hour days – 1 hour for lunch)

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 

•Recording all telephone calls on Proclaim or Client system, as appropriate

•Handling calls received at source wherever possible.  If you are unable to assist callers at the time of calling you should ensure that they are called back within agreed timescales

•Corresponding with all parties concerned by use of the telephone, letter and any other means appropriate

•Ensure correct prioritisation of workload and time management schedules are adhered to

•Ensuring all call backs promised are made within agreed timescales

•Maintaining post and diary on your Client portfolio within agreed Key Performance Indicators (KPIs)

•Making all liability enquiries necessary to allow you to negotiate settlement of Customer claims on the best possible terms

•Corresponding with all parties concerned by use of the telephone, letter and any other means appropriate

•Identification and resolution of potential fraud, repudiation and voidance

•Complaint handling within agreed company procedures

•Keeping the policyholder informed both verbally and in writing of the status of the claim

•Collecting accurate information and documents to proceed with a claim

Qualifications, Knowledge and Experience 

Essential

•GCSE English and Maths

•Previous experience of working within a call-centre environment, customer service and/or the field of insurance.

•A positive and self-confident approach when dealing with customers, and where appropriate, representatives of the Company’s clients.

•The ability to utilise qualities such as empathy, tact and diplomacy when interacting with customers, with the recognition that customers may be distraught and concerned following an incident.

Desirable

•Commercial insurance experience

•The ability to recognise and deal with problematic claims and / or refer them to more senior members of staff for appropriate action.

•A background in customer relations or experience of conflict resolution would be beneficial.

•A willingness to perform minor administrative tasks as requested by more senior members of staff.

Company Benefits

22 holidays per year (pro rata) + bank holidays

Discounted gym membership

Perkbox

£20 Voucher on your Birthday

Free eye test