Repair Management Handler

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 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