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Job description

Varied Hours Available:

Saturdays 09:00 - 17:00 or 17:30 - 22:30 plus bank holidays

Sunday 10:00 - 16:00 plus bank holidays

Monday - Friday 06:00 - 09:00 plus bank holidays

Weekday evenings 17:00 - 21:00 plus bank holidays

Flexibility will be required to complete a 4 week training period for up to 35 hours per week.

Basic Purpose and Function:

To provide excellent customer service to our Clients, by ensuring that all telephone calls are answered promptly and dealt with professionally and applying a proactive approach to claims handling.

To negotiate all heads of claim within the Service Level Agreements on economic terms, adhering to excellent service standards and best practice

Key Tasks:

• Answering the telephone and signing off calls in accordance with WNS’ agreed procedures
• Recording all telephone calls on Proclaim or Client system, as appropriate
• Handling calls received at source wherever possible. If you are unable to assist callers at the time of calling you should ensure that they are called back within agreed timescales
• Corresponding with all parties concerned by use of the telephone, letter and any other means appropriate
• Ensure correct prioritisation of workload and time management schedules are adhered to
• Ensuring all call backs promised are made within agreed timescales
• Maintaining post and diary on your Client portfolio within agreed Key Performance Indicators (KPIs)
• Making all liability enquiries necessary to allow you to negotiate settlement of Customer claims on the best possible terms
• Corresponding with all parties concerned by use of the telephone, letter and any other means appropriate
• Identification and resolution of potential fraud, repudiation and voidance
• Complaint handling within agreed company procedures
• Keeping the policyholder informed both verbally and in writing of the status of the claim
• Carry out administration on files including general typing of emails and keeping a well organised and up to date portfolio of claims, which you will manage proactively and efficiently
• Collecting accurate information and documents to proceed with a claim

Qualifications, Knowledge and Experience :

Essential

• GCSE English and Maths
• Previous experience of working within a call-centre environment, customer service and/or the field of insurance.
• A positive and self-confident approach when dealing with customers, and where appropriate, representatives of the Company’s clients.
• The ability to utilise qualities such as empathy, tact and diplomacy when interacting with customers, with the recognition that customers may be distraught and concerned following an incident

Desirable

• Commercial insurance experience
• The ability to recognise and deal with problematic claims and / or refer them to more senior members of staff for appropriate action.
• A background in customer relations or experience of conflict resolution would be beneficial.

Job Types: Part-time, Permanent
Part-time hours: 5 - 15 per week

Salary: From £10.42 per hour

Benefits:

• Casual dress
• Company events
• Company pension
• Employee discount
• Gym membership
• Referral programme
• Store discount
• Work from home

Schedule:

• Day shift
• Holidays
• Overtime
• Weekends only

Work Location: Remote

Expected start date: 22/05/2023