Full-Time Repair Management Handler (Fixed Term)

Effective management of client vehicle repairs, including:

• Deployment of new repairs to WNS' Approved Repairer Network
• Influencing and negotiation with both network and non-network repairers
• Providing Driver and Client repair updates
• Managing and minimizing 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:

• Handling 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
• Taking ownership of customer complaints as necessary
• Refer and escalate complaints to correct departments
• Creating feedback records to enable complaint tracking

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

Essential:

• Professional and polite telephone manner
• Basic computer literacy and typing skills

Desirable:

• Basic knowledge of relevant legislation (FOS, FCA, DPA)
• Basic knowledge of private motor/fleet insurance and claims handling
• Experience in a target-driven customer service environment
• 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

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