Job Description
Note - We will only consider Applicants based in the UK & have Right to Work
Job Responsibilities:-
Effective management of client vehicle repairs including:
* Deployment of new repairs to WNS’ Approved Repairer Network
* Influencing of, and negotiation with both network and non-network repairers
* Providing Driver and Client repair updates
* Managing and minimising repair delays
* Referral to internal and external engineering services
* Escalation to client’s insurers when policy terms require it
Accurate record keeping to allow effective file review and audit:
* Accurate data capture
* Creating telephone notes to summarise discussion with external parties
* Correct filing of electronic documents
* Noting key repair dates and milestones
Handling telephone and email queries from drivers, corporate clients and insurers
* Using correct salutations and adhering to WNS call handling guidelines
* Presenting a professional and capable image of the business
* Offering first-time resolution for all contact points and all queries
Managing post-accident mobility for drivers
* Handle provision of courtesy cars and rental vehicles
Handling customer complaints in line with WNS and FCA guidelines
* Act as first point of contact for any customer complaint
* Take ownership of customer complaints as necessary
* Refer and escalate complaints to correct departments
* Creating feedback records to enable complaint tracking
* Adhere to internal and regulatory rules and guidelines
Manage external suppliers to deliver in line with their contracted terms
* Challenge underperformance from Supplier Network
* Escalate issues as necessary to the WNS Network Team
Qualifications
Essential
* Professional and polite telephone manner
* Basic computer literacy and typing skills
Desirable
* Basic knowledge of relevant legislation – Financial Ombudsman Service (FOS), Financial Conduct
* Authority (FCA) and Data Protection Act (DPA)
* Basic knowledge of private motor/fleet insurance and claims handling
* Experience in a target-driven customer service environment
Additional Information
* Knowledge of vehicle types and their basic features and construction
* Excellent Communication Skills & Results Focus
* Client Focus
* Developing Self and Others
* Problem Solving
* Quality Focus
* Commercial Awareness
* Systems of Work
* Handling Systems