At a Glance
- Tasks: Handle customer claims and provide exceptional support for appliance repairs.
- Company: Join Pacifica, the UK's largest Domestic Support services provider.
- Benefits: Enjoy up to 33 days holiday, pension scheme, and exclusive discounts.
- Other info: Dynamic team environment with genuine career progression opportunities.
- Why this job: Make a difference by helping customers with their appliance issues.
- Qualifications: Experience in customer service or claims handling preferred.
The predicted salary is between 12.71 - 12.71 £ per hour.
Location: Houghton-le-Spring, County Durham, DH4, England.
Job Type: Full-time fixed term contract for 9 months
Hours: 37.5 hours per week - Monday to Friday 9.00am till 5.00pm
Salary: £12.71 per hour
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 a Claims Handler to join our well-established team based in our head office in Houghton-le-Spring. The role will involve answering inbound calls from customers of the Very Group wishing to raise a claim for their appliance under their extended warranty insurance as well as dealing with ongoing claims and 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, Brown Goods, and all other Electrical products.
- Raise new claims correctly, organise replacement appliances where required.
- Effectively handle existing customer claims calls and ensure all processes are followed correctly.
- Manage incoming calls from customers and clients positively promoting our business while providing world class customer support related to appliance repairs.
- Ability to handle escalations from customers claims calls and ensure all processes are followed correctly.
- Comply with Data Protection Act rules.
- Undergo any training and development as required and complete any online training courses when assigned through Pacifica’s Learning Hub.
- Participate with Management to review performance and targets and agree plan of action.
- Participate in Monthly/Quarterly 1-2-1 with line manager.
- Carry out any administrative duties assigned by management daily.
- Ensure client portals are actioned and any queries/waiting for approvals/client and customer notes etc are cleared.
- Hold excellent knowledge and understanding of client requirements to be the ‘Expert’ in your field.
What experience and skills we are looking for?
- Experience in a claims handler or customer service advisor role in a contact centre environment preferred.
- Flexible working approach.
- Capable of multi-tasking in a fast-paced Contact Centre environment.
- Drive / Self-motivation.
- Good organisational and time management skills.
- Good understanding and a proficient user of Microsoft systems e.g Excel, Word etc.
Company Benefits. What’s In It For You?
At Pacifica we believe in rewarding your hard work and commitment. Our package includes:
- Up to 33 days’ holiday (including bank holidays) - pro-rata for fixed term contract.
- Pension Scheme plus Death in Service Benefit (3x annual salary).
- Free Multi Appliance Protection Cover for your own home appliances.
- Free on-site parking.
- Access to exclusive discounts with top high street retailers.
- Regular company events and incentives.
- Genuine career progression opportunities within Pacifica Group.
Claims Handler [PAC001] in Sunderland employer: Hollybank Trustees Ltd
At Kingspan Light, Air + Water, we pride ourselves on fostering a collaborative and supportive work environment in Havant, where our Data Centre Customer Service Specialists play a crucial role in delivering exceptional service to our customers. We offer comprehensive training and development opportunities, ensuring that our employees grow alongside the company while enjoying a culture that values teamwork and innovation. With a focus on employee well-being and a commitment to sustainability, working with us means being part of a forward-thinking organisation that truly cares about its people and the planet.
StudySmarter Expert Advice🤫
We think this is how you could land Claims Handler [PAC001] in Sunderland
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Hollybank Trustees Ltd. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Hollybank Trustees Ltd before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Claims Handler [PAC001] in Sunderland
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Hollybank Trustees Ltd:Your cover letter is your chance to shine! Tell us why you want to work at Hollybank Trustees Ltd specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Hollybank Trustees Ltd!
How to prepare for a job interview at Hollybank Trustees Ltd
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
