Customer Relations Advisor

Overview

We're looking for a Customer Relations Advisor to join the Auger family based at our state-of-the-art 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 - £25,896.48
• Annual Bonus - approx. £2000 - £2500
• 5.5% Pension Contribution

Working Hours

• Full Time - 37.5hrs per week

Leave

• 22 Days Annual Leave + 8 Bank Holidays (Pro-rata dependent upon hours)
• AL increases to 25 days within 5 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
• Access to discounted Mortgage & Insurance Services

The Role

• Be the dedicated point of contact for customers who have raised a complaint or expressed dissatisfaction, managing their case with empathy from receipt through to a fair resolution.
• Ensure dissatisfaction is thoroughly investigated, accurately recorded, categorised and reported to our clients in a compliant and timely manner, in line with FCA Guidance.
• Identify, record and support Customers Requiring Additional Support (CRAS), tailoring your approach to their individual needs and ensuring fair outcomes throughout their claim
• Handle the technical & customer service aspects of drainage, watermains & subsidence insurance claims for customers who require additional support and customers who have expressed dissatisfaction
• Ensure claims are handled promptly and cost effectively, whilst maintaining excellent customer care and communication

Skills & Requirements

• Excellent verbal and written communication, enabling you to convey information clearly and professionally
• Strong active listening skills, the ability to truly hear what a customer is telling you, ask the right questions and make them feel genuinely understood, even in difficult conversations
• A passion for customer care and a naturally empathetic approach, particularly when supporting customers in difficult or distressing situations
• A confident problem solver who can think on their feet, weigh up the options available and find the right resolution
• The ability to adapt your approach to suit different customer circumstances, and think quickly and calmly to resolve problems
• A capable multi-tasker who can handle inbound phone calls, take notes and complete follow-up actions without compromising on quality
• Good organisational abilities and attention to detail
• Strong teamwork attributes and a desire to help colleagues
• Previous experience in complaints handling and/or supporting vulnerable customers would be preferred, but we are happy to provide further training for the right candidate.

Fit for Auger

• 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

Interview process

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

How to apply

For further information, please visit our website: