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;