Claims Handler

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

Job summary

A leading domestic support services provider in the UK seeks a Claims Handler in Houghton-le-Spring. The role includes managing customer claims, providing exceptional service, and ensuring compliance with procedures. Candidates should possess strong customer service and problem-solving skills. The position offers extensive benefits, including up to 33 days of holiday and career progression opportunities.

Benefits

Up to 33 days’ holiday

Pension scheme

Free multi-appliance protection cover

Free on-site parking

Exclusive discounts

Regular company events

Career progression opportunities

Qualifications

• Exceptional customer service skills for internal and external clients.
• Strong problem-solving capabilities.
• Flexible working style suitable for a contact centre environment.
• Ability to manage multiple tasks effectively.

Responsibilities

• Answer inbound calls to manage customer claims.
• Raise and process new claims efficiently.
• Ensure compliance with processes and procedures.
• Conduct administrative tasks as assigned.

Skills

Customer service

Problem-solving skills

Multitasking

Time-management

Organizational skills

Tools

Microsoft Excel

Microsoft Word

Job description

Join to apply for the Claims Handler role at Pacifica.

Location: Houghton‑le‑Spring, County Durham, England.
Job Type: Full‑time, Permanent.
Hours: 37.5 hours per week – Monday to Friday 9:00 am to 5:00 pm.
Salary: Age under 21: £19,500. Age over 21: £23,985.

Company Overview
Founded in 2003 and united under the Pacifica brand two years later, we are the largest Domestic Support services provider in the UK and a trusted name across Europe. We specialise in appliance repair, warranty products, spares warehousing, and product replacement.

What are we looking for?

We are recruiting a Claims Handler to join our well‑established team at our head office in Houghton‑le‑Spring. The role involves answering inbound calls from customers looking to raise a claim under their extended warranty insurance and managing ongoing claims while delivering exceptional customer service.

Key Responsibilities

• Provide world‑class customer support related to repairs of white goods, brown goods, and all other electrical products.
• Raise new claims correctly and organise replacement appliances where required.
• Effectively handle existing customer claim calls and ensure all processes are followed correctly.
• Manage incoming calls, positively promote our business, and provide world‑class customer support related to appliance repairs.
• Handle escalations from customer claim calls and ensure all processes are followed correctly.
• Comply with Data Protection Act rules.
• Undergo training and development as required and complete online training courses through Pacifica's Learning Hub.
• Participate with management to review performance and targets, and agree on a plan of action. Attend monthly/quarterly 1‑2‑1 meetings with the line manager.
• Carry out any administrative duties assigned by management daily.
• Ensure client portals are actioned and any queries or waiting approvals are cleared.

Experience & Skills

• Deliver exceptional customer service to all internal and external clients.
• Strong problem‑solving skills.
• Flexible working approach.
• Capable of multitasking in a fast‑paced contact centre environment.
• Drive and self‑motivation.
• Good organisational and time‑management skills.
• Proficient user of Microsoft Systems (e.g., Excel, Word).
• Excellent knowledge and understanding of client requirements to be an 'Expert' in your field.

Company Benefits. What’s in It For You

• 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? 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.