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- Tasks: Handle customer claims and provide exceptional support for appliance repairs.
- Company: Join Pacifica Group, the largest domestic support services provider in the UK.
- Benefits: Enjoy up to 33 days' holiday, pension scheme, and exclusive discounts.
- Why this job: Make a real difference by helping customers with their appliance issues.
- Qualifications: Strong customer service skills and problem-solving abilities required.
- Other info: Dynamic team environment with genuine career progression opportunities.
The predicted salary is between 19500 - 23985 £ per year.
Location: Houghton-le-Spring, County Durham, DH4, England.
Job Type: Full-time position available. Permanent
Hours: 37.5 hours per week - Monday to Friday 9.00am till 5.00pm
Salary: Age under 21: £19,500. Age over 21: £23,985.
Who are Pacifica?
Founded in 2003 and united under the Pacifica brand two years later, we have 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 would involve answering inbound calls from customers wishing to raise a claim for their appliance under their extended warranty insurance. Also deal with ongoing claims, 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, 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.
What experience and skills we are looking for?
- Deliver exceptional customer service to all internal and external clients and customers.
- Problem solving skills.
- 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.
- Excellent knowledge and understanding of client requirements to be the 'Expert' in your field.
Company Benefits. What’s In It For You
At Pacifica Warranty, we believe in rewarding your hard work and commitment. Our package includes:
- Up to 33 days' holiday (including bank holidays).
- Pension Scheme plus Death in Service Benefit (3x annual salary).
- Free Multi Appliance Protection Cover for your own home.
- 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.
Ready to join our team? This could be the perfect opportunity for you! If you feel this role is for you and you have the skills and experience to fit the bill, apply today. We’d love to hear from you.
Claims Handler employer: Pacifica
Contact Detail:
Pacifica Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Claims Handler
✨Tip Number 1
Get to know the company! Before your interview, do a bit of research on Pacifica Group. Understand their values, services, and what makes them tick. This will help you tailor your answers and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice makes perfect! Role-play common interview questions with a friend or family member. Focus on how you can demonstrate your customer service skills and problem-solving abilities, as these are key for a Claims Handler role.
✨Tip Number 3
Dress to impress! Even if the office vibe is casual, showing up in smart attire can make a great first impression. It shows that you take the opportunity seriously and respect the company's culture.
✨Tip Number 4
Follow up after your interview! A quick thank-you email can go a long way. It not only shows your appreciation but also keeps you fresh in their minds as they make their decision. And remember, apply through our website for the best chance!
We think you need these skills to ace Claims Handler
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Claims Handler role. Highlight any relevant experience in customer service and problem-solving, as these are key skills we're looking for at Pacifica.
Craft a Compelling Cover Letter: Your cover letter should reflect your enthusiasm for the role and the company. Share why you want to join Pacifica and how your skills align with our mission of delivering exceptional customer service.
Showcase Your Skills: In your application, don’t forget to mention your proficiency with Microsoft systems like Excel and Word. We value good organisational skills, so give examples of how you've managed tasks effectively in the past.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way to ensure your application gets to us quickly and efficiently, plus you’ll find all the details you need about the role there!
How to prepare for a job interview at Pacifica
✨Know Your Stuff
Before the interview, make sure you understand the role of a Claims Handler. Familiarise yourself with common claims processes and the types of appliances you'll be dealing with. This will help you answer questions confidently and show that you're genuinely interested in the position.
✨Showcase Your Customer Service Skills
Since this role is all about delivering exceptional customer service, prepare examples from your past experiences where you've gone above and beyond for customers. Think about how you handled difficult situations or resolved complaints effectively.
✨Practice Problem-Solving Scenarios
Expect to be asked about how you'd handle specific claims scenarios. Practise articulating your thought process and problem-solving skills. You might even want to role-play with a friend to get comfortable with responding to potential challenges.
✨Be Ready to Discuss Your Tech Skills
As a Claims Handler, you'll need to be proficient with Microsoft systems. Brush up on your Excel and Word skills, and be prepared to discuss how you've used these tools in previous roles. Highlight any experience you have with client portals or data management as well.
