At a Glance
- Tasks: Support engineers and manage compliance for smooth daily operations.
- Company: Join Pacifica, the UK's largest domestic support services provider.
- Benefits: Enjoy a competitive salary, 30 days leave, and ongoing training.
- Other info: Great career progression opportunities and a supportive work environment.
- Why this job: Make a real impact in a dynamic team while developing your skills.
- Qualifications: Strong organisational skills and previous administrative experience required.
The predicted salary is between 25485 - 25485 £ per year.
- Field Support Team Administrator [PASDH001] Pacifica•County Durham, England, GB
- Field Support Team Administrator - £25,485 per annum
Location
Chester-Le-Street |
Hours
Monday-Friday, 9am-5pm |
Company
- Pacifica
- Pacifica is looking for a motivated
Field Support Administrator to join our busy operations team. This pivotal role supports engineers, partners, and subcontractors across white goods and brown goods repairs , ensuring smooth daily operations and adherence to departmental KPIs.
You'll play a key part in managing compliance, administrative processes, and job allocation while providing cover for your line manager when required.
About Pacifica
Founded in 2003 and united under the Pacifica brand in 2005, we have grown to become the largest domestic support services provider in the UK , trusted across Europe.
With a reputation for excellence, our services include in- and out-of-guarantee repairs, warranty products, spares warehousing, and product replacement.
Our team of directly employed engineers, sales, and support staff deliver reliable and efficient service to thousands of customers every day.
Key Responsibilities
- Answer incoming calls and provide support to engineers, partners, and subcontractors efficiently.
- Assist with recruiting and onboarding third-party engineers to maintain service targets.
- Maintain accurate, up-to-date compliance documentation (Gas Safe, IR35, DBS, service agreements, training, equipment sign-offs).
- Manage job allocation, RMAs, claim corrections, Pop Checker, Ibiss, and Work in Progress (WIP) for brown goods accounts (e. g., Shop Direct, Sony).
- Update systems, track capacity, report on job acceptance/rejection, create engineer profiles, and support onboarding processes.
- Manage departmental mailboxes (Subcontractor Support, Enquiries, PML) with timely, professional responses.
- Handle customer complaints professionally and in line with company standards.
- Complete administrative tasks accurately, maintain records, and produce departmental reports.
- Contribute to daily management of engineer performance and job allocation.
- Provide cover for departmental operations in the Line Manager's absence.
- Key Attributes and required experience
- Strong organisational and time-management skills, able to manage multiple priorities.
- Self-motivated, results-driven, and committed to achieving objectives.
- Excellent attention to detail and accuracy.
- Confident communicator, able to engage engineers, partners, and internal teams.
- Proficient user of IT and MS Office including Word, Excel etc and comfortable using business systems and portals.
- Analytical, able to compile reports and present actionable insights.
- Effective problem-solver, managing escalations and complaints.
- Proactive team player who contributes to continuous improvement.
- Previous experience in an adminstrative role
- Consumer Duty Responsibilities
- Ensure professional, timely, and clear communication with customers and field teams.
- Tailor services to meet unique customer needs, prioritising vulnerable customers.
- Coach field staff on company standards and Consumer Duty requirements.
- Monitor field operations to identify risks and recommend improvements.
- Adapt scheduling and resources to respond to changing operational needs.
- Use MI to identify trends and share lessons learned across the team.
Salary
- £25,485 per annum
- 30 days annual leave (including bank holidays)
- Company pension scheme
- Ongoing training and development with clear progression pathways
- Free Multi-Appliance Protection (MAP) for your own home appliances
- Entry into monthly cash prize draw
- Access to health, wellness, and lifestyle benefits
- Full-time
- #J-18808-Ljbffr
Field Support Team Administrator [Pasdh001] in North East employer: Pacifica
Pacifica is an excellent employer for aspiring engineers, offering a supportive work culture that prioritises mentorship and hands-on training in the field of appliance repair. Located in Bristol, employees benefit from a competitive salary, a company van, and a robust training programme that fosters personal and professional growth, making it an ideal place for those looking to build a meaningful career in engineering.
StudySmarter Expert Advice🤫
We think this is how you could land Field Support Team Administrator [Pasdh001] in North East
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Pacifica. 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 Pacifica 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 Field Support Team Administrator [Pasdh001] in North East
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 Pacifica:Your cover letter is your chance to shine! Tell us why you want to work at Pacifica 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 Pacifica!
How to prepare for a job interview at Pacifica
✨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.
