Customer Service Advisor - Remote

You will be responsible for negotiating and settling claims within agreed service levels, ensuring compliance with company procedures, regulatory requirements, and best practice standards.

Key Responsibilities:

• Answer telephone calls and conclude conversations in accordance with WNS procedures.
• Handle inbound First Notification of Loss (FNOL) calls relating to motor insurance claims.
• Deliver a calm, professional, and reassuring experience to customers following an accident or incident.
• Accurately capture details relating to the incident, vehicles, drivers, passengers, and third parties involved.
• Clearly explain claim processes and manage customer expectations throughout the claim lifecycle.
• Prioritise workload effectively and manage tasks within agreed service levels.
• Assess claims and gather the necessary information to support liability decisions and claim settlements.
• Negotiate claim settlements in line with company guidelines and agreed authorities.
• Escalate complex, high-value, or sensitive cases where appropriate.
• Identify potential indicators of fraudulent activity and raise concerns in line with company procedures.
• Ensure compliance with FCA requirements, data protection legislation, and internal policies.
• Handle customer complaints in line with company procedures and regulatory standards.
• Keep policyholders updated on the progress of their claims both verbally and in writing.
• Maintain accurate claim records and complete all associated administrative tasks, including email correspondence and system updates.
• Proactively manage a portfolio of claims, ensuring files remain accurate, organised, and up to date at all times.

What We're Looking For:

• Excellent communication and customer service skills.
• Ability to remain calm and empathetic when dealing with customers in difficult situations.
• Strong attention to detail and accuracy.
• Good organisational and time management skills.
• Ability to make sound decisions and work within agreed processes.
• Comfortable working in a fast-paced environment.
• Previous customer service, contact centre, insurance, or claims handling experience is advantageous but not essential.

Why Join Us?

• Comprehensive training and ongoing support to help you succeed in your role.
• Opportunities for career development and progression within a growing organisation.
• A friendly and collaborative working environment.
• Flexible shift patterns designed to support a variety of lifestyles and commitments.
• The opportunity to gain valuable experience within the insurance and claims industry.
• Access to employee benefits and wellbeing support programmes.
• Being part of a team that values professionalism, teamwork, customer service, and continuous improvement.