{"id":2330175,"url":"https://alion.io/job/wns-customer-service-advisor-remote-2","title":"Customer Service Advisor - Remote","company":{"id":6220,"name":"WNS","domain":"wns.com","url":"https://alion.io/company/wns","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"SmartRecruiters","truth_index":{"grade":"A","score":88,"open_postings":56,"ghost_share":0,"stale_share":0.661,"repost_share":0,"time_to_fill_p50_days":9,"computed_at":"2026-10-19T05:45:15Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":null,"employment_type":"part_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Ipswich, United Kingdom"],"countries":["GB"],"hiring_countries":["GB"],"hiring_countries_total":1,"salary":null,"salary_estimate":{"min_usd":31000,"max_usd":80000,"period":"year","method":"role_country_seniority_unknown","sample_n":196},"experience_years_min":null,"visa_sponsorship":true,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-10-12T08:42:14Z","employer_posted_date":"2026-10-12","last_verified_at":"2026-10-19T04:05:56Z","board_verified":true,"closed_at":null,"days_open":6,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":6},"description":"WNS (Holdings) Limited (NYSE: WNS) is a global leader in Business Process Management (BPM), helping more than 400+ clients reimagine and transform their operations through digital-first solutions. With 63,000+ employees across the world, we combine deep industry expertise, modern technology, and data-driven insights to make organisations more efficient, more resilient, and more customer-focused.\nWe partner with leading businesses across Travel, Insurance, BFSI, Retail, Healthcare, Utilities, Logistics and more - delivering smarter, faster, outcome-driven business operations.\n Working Hours :\nWe offer a variety of shift patterns to suit different availability:\nWeekday Evenings: 17:00 - 22:00 or 17:30 - 22:30\nWeekday Mornings: 07:00 - 09:00\n Saturday: 08:00 - 22:00 (6-12 hour shifts available)\n Sunday: 08:00 - 22:00 (6-12 hour shifts available)\n Night Shifts: 22:00 - 09:00 (various shift patterns available Monday to Sunday)\nApplicants must be able to work either Saturday or Sunday, as well as Bank Holidays.\nSpecific working patterns will be discussed and agreed during the interview process.\nTraining Programme :\n4-week training programme: Monday to Thursday, 16:00 - 22:00 (24 hours per week). Applicants must be able to attend all training sessions before moving to their contractual hours.\nBasic Purpose and Function:\nTo provide an excellent customer experience by ensuring all telephone calls are handled promptly, professionally, and efficiently. The role requires a proactive approach to claims handling, delivering high standards of customer service while accurately assessing and progressing motor insurance claims.\nYou will be responsible for negotiating and settling claims within agreed service levels, ensuring compliance with company procedures, regulatory requirements, and best practice standards.\n Key Responsibilities:\nAnswer telephone calls and conclude conversations in accordance with WNS procedures.\nHandle inbound First Notification of Loss (FNOL) calls relating to motor insurance claims.\nDeliver a calm, professional, and reassuring experience to customers following an accident or incident.\nAccurately capture details relating to the incident, vehicles, drivers, passengers, and third parties involved.\nClearly explain claim processes and manage customer expectations throughout the claim lifecycle.\nPrioritise workload effectively and manage tasks within agreed service levels.\nAssess claims and gather the necessary information to support liability decisions and claim settlements.\nNegotiate claim settlements in line with company guidelines and agreed authorities.\nEscalate complex, high-value, or sensitive cases where appropriate.\nIdentify potential indicators of fraudulent activity and raise concerns in line with company procedures.\nEnsure compliance with FCA requirements, data protection legislation, and internal policies.\nHandle customer complaints in line with company procedures and regulatory standards.\nKeep policyholders updated on the progress of their claims both verbally and in writing.\nMaintain accurate claim records and complete all associated administrative tasks, including email correspondence and system updates.\nProactively manage a portfolio of claims, ensuring files remain accurate, organised, and up to date at all times.\n What We're Looking For:\nExcellent communication and customer service skills.\nAbility to remain calm and empathetic when dealing with customers in difficult situations.\nStrong attention to detail and accuracy.\nGood organisational and time management skills.\nAbility to make sound decisions and work within agreed processes.\nComfortable working in a fast-paced environment.\nPrevious customer service, contact centre, insurance, or claims handling experience is advantageous but not essential.\n Right to work in the UK - We are unable to offer sponsorship so you will need to have a Right to work for any Employer in the UK.\nIf offered the position, you will be required to undergo vetting/background checks as per our client’s requirements.\nAccess to employee benefits and wellbeing support programmes.","description_format":"text","description_chars":4095,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"English","level":"All levels","optional":false}]},"benefits":[],"hiring_locations":[{"name":"United Kingdom","iso":"GB","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["IT Consulting & Digital Transformation","Business Process Outsourcing (BPO)"],"lifecycle":[{"event":"open","at":"2026-10-12T08:47:54Z"}],"visa":[],"liveness":{"score":35,"band":"fade","label":"Fading","p_open":1,"p_active":0.443,"p_room":0.788,"age_days":6,"expected_fill_days":9,"reasons":["conf:1","stale_co","velocity","win:late"],"computed_at":"2026-10-19T05:45:15Z"},"pay":null,"html_url":"https://alion.io/job/wns-customer-service-advisor-remote-2","json_url":"https://alion.io/job/wns-customer-service-advisor-remote-2.json","meta":{"generated_at":"2026-10-19T06:56:27Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":4493,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-20T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":6220},"rest":"https://alion.io/mcp/rest/get_company?id=6220"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fwns-customer-service-advisor-remote-2"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fwns-customer-service-advisor-remote-2"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fwns-customer-service-advisor-remote-2"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/wns-customer-service-advisor-remote-2\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fwns-customer-service-advisor-remote-2"}]}