Senior Customer Relations Advisor

1 week ago

Wallasey CH RH, United Kingdom AUGER SITE INVESTIGATIONS LIMITED Full time

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;

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