Senior Customer Relations Advisor

We're looking for a Senior Customer Relations Advisor to join the Auger Team, based at our Head Office in Wallasey, on a full or part-time basis.

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