Customer Relations Advisor

We're looking for a Customer Relations Advisor to join the Auger family based at our state-of-the-art head office in Wallasey. Our total package is worth £29,570.79.

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

What skills are we looking for?

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.

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