Partner Article

Getting to know... Kevin Brown

We know you as the founder of Pacifica Group and a member of the Entrepreneurs’ Forum, but who is the person behind the title? Tell us a little about what makes you tick…

What drives me is building something people respect. When we started Pacifica, there were really only two types of providers in the appliance repair market: the manufacturers with their own engineers and lots of small regional firms. There was nothing in between. 

We set out to build an independent service that could deliver the same level of quality as the manufacturers, and in many cases, better. Today, Pacifica has grown to become the largest independent appliance repair business in the UK, which is something I’m very proud of. 

I’ve always had a clear vision of the experience we wanted to create, something that provides the end consumer with an excellent level of service and where customers know when someone will arrive and the service is reliable.

Did you always want to work in your industry?

Not at all. When I left school at 16, I joined Northern Electric as an apprentice electrician and genuinely thought that would be my job for life. Over time, I moved into operations and eventually ran the after-sales side of the retail business, overseeing deliveries, warehouses and repair engineers.

When the company was sold and went into administration in 2003, I was made redundant. Along with my colleague Scott Pallister, we decided to start our own business supporting warranty customers. That decision led us to start a business with four people, and subsequently became the starting point for Pacifica.

What’s the best bit about your job? And the worst?

The best part is the people. We have colleagues who have been with the business for 20 years or more, and seeing people grow with the company is incredibly rewarding. I also love winning new contracts; there’s a real buzz when you secure new business and bring the team along on that journey.

The hardest part is when decisions affect people’s livelihoods, especially those made by forces outside the business. Last year’s changes to the Employer’s National Insurance introduced by Chancellor Rachel Reeves forced us to restructure parts of the business, which meant making redundancies. Those are incredibly difficult decisions and the worst moments you face as a business leader.

What do you consider to be your greatest achievement?

There are a few moments that stand out. One was when Pacifica’s turnover surpassed the company I used to work for at Northern Electric Retail Ltd. That felt like a real milestone after everything we’d been through. I’m also proud of the culture we’ve built. 

Our employee NPS score is very strong, which tells us our people feel positive about working here. More recently, our EcoVadis sustainability rating has been another great achievement, especially at a time when maintaining momentum around sustainability can be challenging.

How do you relax outside of work?

Family time is really important to me. I have two sons from my first marriage and a younger son with my partner Lisa, and I try to make sure I’m present for them in a way I probably wasn’t earlier in my career when I was building the business. I have a much better work-life balance now and make sure that the time I have available outside of work is spent with those family and friends who mean the most.

On a more personal level, I’m also a big motorbike enthusiast, so if I get the chance for a day out, I’ll usually head towards the Lakes or through the North Pennines.

What makes the North East such a great place to live and work?

It’s a fantastic place to live. We’re surrounded by beautiful coastline, countryside and places like Northumberland, North Yorkshire and County Durham that people travel miles to visit. It’s also a very friendly place. People have time for each other here, and there’s a strong sense of community.

From a business perspective, it’s a great base too. There’s a strong pool of talent and the cost base is more manageable than many other parts of the UK, which helps businesses grow while still attracting high-quality people.

Tell us something about you we didn’t know…

I can lay bricks, although my late father might have questioned how well. He was a bricklayer, and when I was younger, I used to help him on weekend jobs, mixing cement, carrying bricks and eventually having a go myself. I thought my first attempt was pretty good until he quietly took them down and rebuilt the wall properly. It turns out bricklaying is far more of an art than it looks, but at least I can say I’ve tried it.

This was posted in Bdaily's Members' News section by Entrepreneurs' Forum .