Customer Service Advisor (OOH) Remote Working Remote
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
