Claims Handler

Pacifica; North East; On-site; GBP 19,000 - 24,000; Full time

Job summary

A leading service provider in the UK is seeking a Claims Handler to join their team in Houghton-le-Spring. This full-time role involves providing exceptional customer support related to appliance claims under warranty, managing claims processes effectively, and ensuring customer satisfaction. Ideal candidates will possess strong problem-solving and multitasking skills, along with proficiency in Microsoft Office. The position includes competitive benefits including up to 33 days of holiday and a pension scheme.

Benefits

Up to 33 days' holiday

Pension Scheme

Free Multi Appliance Protection Cover

Free on-site parking

Exclusive discounts with retailers

Regular company events

Qualifications

• Deliver exceptional customer service to all internal and external clients.
• Demonstrated problem-solving skills.
• Ability to manage tasks in a fast-paced environment.

Responsibilities

• Provide world-class customer support for appliance claims.
• Raise new claims and arrange replacements as needed.
• Manage and promote positive customer interactions.

Skills

Exceptional customer service

Problem solving skills

Flexible working approach

Multi-tasking

Self-motivation

Organisational skills

Microsoft Excel

Microsoft Word

Job description

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 would involve answering inbound calls from customers wishing to raise a claim for their appliance under their extended warranty insurance, and also deal with ongoing claims, whilst delivering exceptional customer service on all aspects of the call.

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.

Experience and Skills

• 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

• 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.