Repair Management Handler

We are currently looking for a passionate and motivated individual to join us in the role of Repair Management 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 proactively pursue economic, early resolution of all repair management claims
• To reduce average repair durations wherever possible and minimise repair spend for WNS’ Clients
• To challenge current work procedures and recommend process improvement or development
• To act as a point of contact for the client
• To deliver excellent customer service for on and on behalf of our Clients

Key Tasks

• To ensure 90% of incoming telephone calls are answered within 15 seconds and adhere to the agreed internal KPI of no more than 3% lost calls
• To ensure all customer complaints are acknowledged within 24 hours and resolved within 3 days
• To achieve minimum of 90% KPI on quality audits on a monthly basis
• Complaints to be handled as per the FOS process
• Prioritisation of workload
• Call backs to be made within agreed timescales
• Manage repairs through an approved and non-approved repair process
• Correspond with all parties concerned by telephone, letter and email
• Answer calls with the correct salutation i.e. WNS/Client Insurer Name & your name

Qualifications, Knowledge and Experience

Essential

• Competent in all repair management processes
• Basic Complaint Handling awareness & Resolutions
• Excellent data accuracy skills
• Attention to detail
• Excellent customer service/telephone techniques

Desirable

• Coaching experience
• Wider knowledge of all claim stages
• Experience in working for a claim out-sourcing environment

Functional/Technical Skills

• Microsoft Office – (Basic level)
• Microsoft Outlook – (Basic level)
• Microsoft Excel – (Basic level)
• Excellent Telephone Manner &Techniques
• Microsoft Teams & Zoom (Basic level)

Generic Competencies

• Effective communication skills
• Results Focused
• Client Focused
• Developing self and others
• Problem Solving
• Team Player
• Attention to Detail
• Quality Focused
• Commercial Awareness
• Handling Multiple Systems
• Systems of Work

Specific Competencies

• Repair Handling
• Compliance