Customer Service Advisor

WNS Global Services

About The Position

WNS is seeking a Customer Service Advisor to provide an excellent customer experience while handling telephone calls and progressing motor insurance claims. The role involves managing inbound First Notification of Loss (FNOL) calls, accurately assessing and progressing claims, and negotiating and settling claims within agreed service levels and authorities. The successful candidate will communicate calmly and professionally with customers following accidents or incidents, explain claim processes, and keep policyholders informed throughout the claim lifecycle. The role also requires compliance with company procedures, FCA requirements, data protection legislation, and best-practice standards. A variety of shift patterns are offered, including weekday evening and morning shifts, Saturday and Sunday shifts, and night shifts. Applicants must be able to work either Saturday or Sunday and Bank Holidays. Working patterns will be discussed and agreed during the interview process. The role includes a four-week training programme, Monday to Thursday from 16:00 to 22:00, for 24 hours per week. Applicants must attend all training sessions before moving to their contractual hours. Applicants must have the right to work in the UK; sponsorship is not available. Candidates offered the position will undergo vetting and background checks as required by the client.

Requirements

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.
Comfort working in a fast-paced environment.
Must have the right to work in the UK; sponsorship is not available.
Must attend all sessions of the four-week training programme before moving to contractual hours.
Must be able to work either Saturday or Sunday, as well as Bank Holidays.

Nice To Haves

Previous customer service, contact centre, insurance, or claims handling experience is advantageous but not essential.

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.
Provide customers with a calm, professional, and reassuring experience following an accident or incident.
Accurately capture details about incidents, vehicles, drivers, passengers, and third parties.
Explain claim processes clearly and manage customer expectations throughout the claim lifecycle.
Prioritise workload and manage tasks within agreed service levels.
Assess claims and gather 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 accordance with company procedures.
Comply with FCA requirements, data protection legislation, and internal policies.
Handle customer complaints in line with company procedures and regulatory standards.
Keep policyholders updated on claim progress verbally and in writing.
Maintain accurate claim records and complete administrative tasks, including email correspondence and system updates.
Proactively manage a portfolio of claims, keeping files accurate, organised, and up to date.