Job Description

We're looking for a

Senior Customer Relations Advisor

to join the Auger Team, based at our Head Office in Wallasey.

About Auger



We provide drainage, water mains and subsidence services across the UK, doing 'whatever it takes' for our customers. 95% of our people say they feel valued, and 81% rate us 8+ when asked how likely they are to recommend Auger as a workplace. That's why we're recognised as a Platinum level Investors in People organisation, alongside the top 2% of UK employers.

Financials


Starting Salary -

29,959

-

30,950

dependent on experience Annual Bonus -
approx.

2000 - 2500

5.5% Pension Contribution

Working Hours


Full Time - 37.5hrs per week, Mon-Fri.

Leave


22 Days Annual Leave + 8 Bank Holidays AL increases to 25 days within 3 years' service Enhanced bereavement, sickness and maternity / paternity leave

Benefits


Health Plan with cashback for many services including dentist, optician & physio for you and your children, as well as access to a 24-Hour GP & gym discounts 2 company-wide events per year & regular team socials A focus on training, development & career progression 1000 for successful employee referrals A modern, social office environment & facilities

The Role


Lead and manage the Customer Relations Team of 3 people, with line management duties taking effect after a 6 month probationary period, including some leadership training if necessary Ensure the Customer Relations Team provides excellent care, communication and resolutions to customers who have expressed dissatisfaction or made a complaint Act as the final escalation point for customer complaints, prior to escalation to the Management Team Oversee our support of Customers Requiring Additional Support (CRAS) or vulnerable customers Ensure dissatisfaction is resolved, escalated, recorded, categorised and reported to our clients in an accurate, compliant and timely manner Work with the wider Customer Operations Team as necessary to contribute to delivering a premier service on our claims Provide feedback to the Management Team & Business Improvement Team around trends and opportunities to improve customer experience and compliance with FCA guidance

What skills are we looking for?


Excellent verbal and written communication, enabling you to convey information clearly and professionally A passion for customer care
and an empathetic approach
The ability to oversee the workload and line management of a team of 3 Previous experience in people management, complaints and vulnerable customers would be preferred, but we are happy to provide further training for the right candidate

You'll be a great fit for Auger if:


You are great at caring for customers You are confident in finding solutions and overcoming unforeseen challenges You take pride in the high standard of your work You are enthusiastic, self-motivated and like to take ownership You are looking for a stable place to build a long-term career You have a clear DBS

Our interview process


Stage 1 - Short 15 min phone call with our HR team Stage 2 - Interview with management at our HQ




For further information please visit our website;



www.auger.co.uk