Pacifica
Field Support Team Administrator [PASDH001]
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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.
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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 administrative role
- Customer service experience
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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.
Perks & Benefits
- Salary: £25,485 per annum
- 30 days annual leave (including bank holidays)
- Company pension scheme
- Death-in-service benefit (3x salary)
- 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
Ready to join Pacifica?
If you're organised, proactive, and excited to make a real impact, apply today and take the next step in your career with the UK's leading domestic support services provider.
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