Job Description 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