Customer Service Claims Handler

4 weeks ago


Houghton le Spring, United Kingdom Pacifica Group Ltd Full time

Temporary Maternity Leave Cover.

Customer Service Claims Handler, Houghton-Le-Spring

UK Warranty is regulated and authorised by the FCA. We provide end-to-end brown and white goods warranty solutions for manufacturers, retailers and corporate partners. We’re one of the few affinity warranty providers in the UK to offer a full end-to-end solution and we’re proud to work with some of the UK’s leading manufacturers, distributors and retailers.

An exciting opportunity is available to join our Team as a Customer Service Claims Handler, based at our Houghton-Le-Spring Contact Centre.

About you

This role involves speaking with customers and providing a world class service. You will need to be:

- Possess an excellent telephone manner with good communications skills, both verbal and written
- Have experience in a Contact Centre environment

Key Responsibilities / Tasks

As a Customer Service Claims Handler you will need to:

- Provide world class customer support related to repairs of White Goods, TV and Tech Products.
- Handle a minimum 12 calls per hour and AVG handling target laid out by Management.
- Undergo any training and development as required and complete any online training courses when assigned through Pacifica’s Learning Hub.
- Be available to cover any shift requested my management within an 9am-5pm period 5 days a week - reasonable notice will be given of any shift change.
- Assist Management in carrying out training needs identified with other colleagues
- Ability to handle multiple web chats and incoming calls simultaneously
- Raise jobs in line with requirements set out per client following training briefs rules and processes. To include but not limited to:
Full customer address, telephone number, appliance and full fault information is captured.

Client capture requirements e.g Client reference number, full policy info, retailer etc

Soft service conducted where applicable,

Circumstances of claim, DPA, job notes, correct model, serial, product numbers etc. Everything we can capture and record relevant to client and ensuring the engineers have the best chance of pre-order and first-time fixes.

Parking or special customer requirements i.e. vulnerabilities

Closing scripts applied
- Ability to handle escalations from customers in line with clients and company procedures
- Keep complaints logs updated and make sure these are recorded properly and resolutions are followed up. Use of customer happy markers to record customer’s mood.
- Take full ownership of calls handled to resolve customer issue
- Maintain internal relationships with Engineers, Engineering Support and Warehouse teams
- Encourage Trust Pilot/NPS feedback with customers
- Comply to Data Protection Act rules

If you think you have what it take to be our Customer Service Claims Handler then we'd love to hear from you



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