Personal Injury Handler

Job Title
Personal Injury Handler
Full Time
Ipswich or Manchester

We are currently looking for a passionate and motivated individual to join us in the role of Personal Injury Handler. 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 claims
  • To reduce average claim life wherever possible and minimise claims spend for WNS’ Clients
  • To pursue recovery of losses on behalf of insurers and/or clients on all complex liability cases
  • 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 and on behalf of our Clients


Key Tasks

  • To maintain post and diary within the agreed internal Key Performance Indicator (KPI) of 3 working days
  • To ensure 90% of incoming telephone calls are answered within 10 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 5 days
  • To ensure telephone call backs are dealt with on due date
  • To achieve a minimum of 90% KPI on quality audits
  • Ensuring that accurate reserves are placed on all cases so that our Clients have reliable MI with which to measure their potential exposure
  • To liaise with clients regarding settlement of complex/high value cases


Qualifications, Knowledge and Experience


  • Competent in MOJ Personal Injury, Third Party Property Damage and Loss Recovery processes
  • An understanding of the business and the key revenue streams.
  • Work with other areas of the business to achieve success


  • Handling of Basic Non-MOJ Personal Injury Claims

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

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