Claims Handler

Claims Handler

Pacifica Group Ltd

Location: Houghton-le-Spring, County Durham, England.

Job Type: Full time. Permanent

Hours: 37.5 hours per week, Monday to Friday 9.00am to 5.00pm

Salary: £22,425.

Who are Pacifica?

Founded in 2003 and united under the Pacifica brand two years later, we've grown to become the largest Domestic Support services provider in the UK and a trusted name across Europe. With a reputation for excellence and a core resource of directly employed, experienced engineers, sales and support staff, our service offer includes repairs in and out of guarantee, warranty products, spares warehousing and product replacement. Pacifica Appliance Services has become one of the largest professional Appliance Repair companies in the UK. 

What are we looking for?

An exciting opportunity has arisen for Claims Handler to join our well-established team based in our head office in Houghton-le-Spring. The role would involve answering inbound calls and handling web chat enquiries from customers wishing to book appliance repairs, order spare parts or discuss ongoing repairs, whilst delivering exceptional customer service on all aspects of the call.

What will be your key responsibilities?

• Provide world class customer support related to repairs of White Goods, TV and Tech Products.
• Undergo any training and development as required and complete any online training courses when assigned through Pacifica's Learning Hub.
• Assist Management in carrying out training needs identified with other colleagues
• Jobs raised in line with requirements set out per client following training briefs rules and processes.
• 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.
• Full ownership of call handled to resolve customer issue
• Maintain internal relationships with Engineers, Engineering Support and Warehouse teams
• Encouraging Trust Pilot/NPS feedback with customers
• Comply to Data Protection Act rules
• Carry out any administrative duties assigned by management in day. Any not actioned are to be handed back with an explanation as to the reasons why not actioned no later than 1 hour before end of shift.
• Ensure client portals are actioned and any queries/waiting for approvals/client and customer notes etc are cleared
• Provide feedback to Management of any day to day issues found suggesting efficiencies "in the way we work"
• Participate with Account Manager & Management to review performance and targets and agree plan of action
• Participate in Monthly/Quarterly 1-2-1 with line manager

What experience and skills we are looking for?

• Excellent communication skills
• Flexible working approach
• Problem Solving skills
• Drive / Self-motivation
• Excellent knowledge and understanding of client requirements to be the "Expert" in your field 
• Capable of working in a fast-paced environment
• Capable of multi-tasking

Company Benefits

•  Regular company events
•  Company pension
•  Free on-site parking
•   Availability to work hybrid

Ready to join our team?

This could be the perfect opportunity for you If you feel this role is for and you have the skills and experience to fit the bill, apply today. We'd love to hear from you.