Claims Handler
Pacifica Group Ltd
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’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 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?
1. Provide world class customer support related to repairs of White Goods, Brown Goods, and all other Electrical products.
2. Raise new claims correctly, organise replacement appliances where required
3. Effectively handle existing customer claims calls and ensure all processes are followed correctly
4. Manage incoming calls from customers and clients positively promoting our business while providing world class customer support related to appliance repairs
5. Ability to handle escalations from customers claims calls and ensure all processes are followed correctly
6. Comply with Data Protection Act rules
7. Undergo any training and development as required and complete any online training courses when assigned through Pacifica’s Learning Hub.
8. Participate with Management to review performance and targets and agree plan of action. Participate in Monthly/Quarterly 1-2-1 with line manager
9. Carry out any administrative duties assigned by management daily
10. Ensure client portals are actioned and any queries/waiting for approvals/client and customer notes etc are cleared
11. Hold excellent knowledge and understanding of client requirements to be the ‘Expert’ in your field
What experience and skills we are looking for?
12. Experience in a claims handler or customer service advisor role in a contact centre environment
13. Problem solving skills
14. Flexible working approach
15. Capable of multi-tasking in a fast-paced Contact Centre environment
16. Drive / Self-motivation
17. Good organisational and time management skills
18. Good understanding and a proficient user of Microsoft systems e.g Excel, Word etc
Company Benefits. What’s In It For You?
At Pacifica Warranty, we believe in rewarding your hard work and commitment. Our package includes:
19. Up to 33 days’ holiday (including bank holidays)
20. Pension Scheme plus Death in Service Benefit (3x annual salary)
21. Free Multi Appliance Protection Cover for your own home
22. Free on-site parking
23. Access to exclusive discounts with top high street retailers
24. Regular company events and incentives
25. Genuine career progression opportunities within Pacifica Group
Ready to join our team?
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!