Out of Hours Customer Service Handler

Job Title
Out of Hours Customer Service Handler
4 on 4 Off

We are currently looking for a passionate and motivated individual to join us in the role of Customer Service Handler; this is an exciting opportunity for someone looking to develop a career in the insurance industry. To be successful you will need the drive required to meet and exceed customer expectations, build internal and external relationships and deliver service excellence.

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
  • 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
  • Collecting accurate information and documents to proceed with a claim

Qualifications, Knowledge and Experience


  • GCSE English and Maths
  • Previous experience of working within a call-center 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 clents.
  • 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


  • 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.

Functional/Technical Skills

  • MS Office – (Essential to intermediate level)
  • Good telephone manner
  • Good keyboard skills

Generic Competencies

  • Communication
  • Results Focus
  • Client Focus
  • Developing Self and Others
  • Problem Solving
  • Quality Focus
  • Commercial Awareness
  • Planning and Organising
  • Systems of Work
  • Handling Systems

Specific Competencies

  • Claims Handling
  • Fraud Awareness
  • Complaint Handling & Resolution
  • Negotiation

To apply, please email us here with a copy of your CV

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