Repair Management Handler
WNS Global Services · Ipswich
Company 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.
We partner with leading businesses across Travel, Insurance, BFSI, Retail, Healthcare, Utilities, Logistics and more — delivering smarter, faster, outcome‑driven business operations.
Job Description
About the Role
We’re looking for a proactive and customer‑focused Repair Management Handler to join our growing UK operations team. If you enjoy problem‑solving, building strong relationships, and keeping things running smoothly for customers when they need support most, this role is for you.
You’ll be the key link between drivers, repair partners, insurers, and internal teams—making sure every vehicle repair is managed efficiently, accurately, and with excellent customer service.
Note: Only applicants based in the UK with full Right to Work will be considered.
What You’ll Be Doing
Manage End‑to‑End Vehicle Repairs
- Allocate new repairs to our Approved Repairer Network
- Influence and negotiate with repairers to ensure fair costs and best outcomes
- Provide clear, timely repair updates to drivers and clients
- Monitor and minimise repair delays
- Refer cases to internal/external engineers as needed
- Escalate to insurers where policy requires
Keep Accurate, High-Quality Records
- Update systems with all relevant repair information
- Capture data accurately and create clear call notes
- Upload and manage digital documents
- Track key repair milestones and ensure visibility for audit
Deliver Confident, Professional Customer Service
- Handle inbound calls and emails from drivers, corporate clients and insurers
- Follow WNS call-handling guidelines and represent the business professionally
- Aim for first‑time resolution on all queries
Support Post‑Accident Mobility
- Arrange courtesy cars and rental vehicles
- Ensure drivers remain mobile during repairs
Manage Complaints with Care
- Act as first contact for customer complaints
- Own and resolve issues wherever possible
- Escalate appropriately following FCA and WNS guidelines
- Log complaints accurately to support tracking and continuous improvement
Work Closely with External Suppliers
- Hold repairers and suppliers to their contracted standards
- Challenge underperformance where required
- Escalate issues to the WNS Network Team when needed
Qualifications
What We’re Looking For
Essential
- Professional, polite telephone manner
- Confident computer and typing skills
- Strong communication and organisational ability
Desirable
- Understanding of FOS, FCA or Data Protection requirements
- Experience with motor/fleet insurance or claims handling
- Background in a target‑driven customer service environment
Bonus Skills
- Knowledge of vehicle types, repairs or basic automotive terminology
- A natural problem‑solver with strong attention to detail
- Commercial awareness
- Ability to manage workload in a fast-paced environment
- Willingness to grow, learn and develop
Additional Information
Why Join Us?
- Hybrid working – flexibility that supports balance
- Global organisation with local team feel
- Clear development pathways and training support
- Make a real impact on the customer experience
- Be part of a supportive, collaborative team
- Work with trusted partners and well-known insurers