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Customer Service Advisor - Downtime Management Unit

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Job Title
Customer Service Advisor - Downtime Management Unit
Type
Full Time
Location
Ipswich

We are currently looking for a passionate and motivated individual to join us in the role of Customer Service Advisor within our Downtime Management Unit; 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

  • Effective management of client vehicle repairs
  • Accurate record keeping to allow effective file review and audit
  • Handling telephone and email queries from drivers, corporate clients and insurers
  • Managing post-accident mobility for drivers – including provision of rental vehicles
  • Handling customer complaints in line with WNS and FCA guidelines
  • Manage external suppliers to deliver in line with their contracted terms

Key Tasks

  • Effective management of client vehicle repairs including:
    • Deployment of new repairs to WNS’ Approved Repairer Network
    • Influencing of, and negotiation with both network and non-network repairers
    • Providing Driver and Client repair updates
    • Managing and minimising repair delays
    • Referral to internal and external engineering services
    • Escalation to client’s insurers when policy terms require it
  • Accurate record keeping to allow effective file review and audit:
    • Accurate data capture
    • Creating telephone notes to summarise discussion with external parties
    • Correct filing of electronic documents
    • Noting key repair dates and milestones
  • Handling telephone and email queries from drivers, corporate clients and insurers:
    • Using correct salutations and adhering to WNS call handling guidelines
    • Presenting a professional and capable image of the business
    • Offering first-time resolution for all contact points and all queries
  • Managing post-accident mobility for drivers:
    • Handle provision of courtesy cars and rental vehicles
  • Handling customer complaints in line with WNS and FCA guidelines:
    • Act as first point of contact for any customer complaint
    • Take ownership of customer complaints as necessary
    • Refer and escalate complaints to correct departments
    • Creating feedback records to enable complaint tracking
    • Adhere to internal and regulatory rules and guidelines
  • Manage external suppliers to deliver in line with their contracted terms:
    • Challenge underperformance from Supplier Network
    • Escalate issues as necessary to the WNS Network Team

Qualifications, Knowledge and Experience

Essential

  • Professional and polite telephone manner
  • Basic computer literacy and typing skills

Desirable

  • Basic knowledge of relevant legislation – Financial Ombudsman Service (FOS), Financial Conduct Authority (FCA) and Data Protection Act (DPA)
  • Basic knowledge of private motor/fleet insurance and claims handling
  • Experience in a target-driven customer service environment

Functional/Technical Skills

  • Knowledge of vehicle types and their basic features and construction

Generic Competencies

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

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

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