Repair Management Handler
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
Requirements
Function: Customer Service
Experience Level: Associate