Customer Relations Advisor

Auger; Wallasey; On-site; GBP 27,000 - 33,000; Full time

Benefits offered by this job

Health plan with cashback

2 company events per year

Career development

£1000 referrals

Modern office facilities

Mortgage & Insurance discounts

Job summary

Auger in Wallasey seeks a Customer Relations Advisor to be the dedicated contact for customers raising complaints, guiding cases from receipt to fair resolution. The role requires empathy, clear communication, and careful documentation in line with FCA guidance.

The package includes a starting salary of £25,896.48, an annual bonus of £2,000–£2,500, and a 5.5% pension contribution, alongside 22 days leave plus bank holidays and a modern, socially engaging office.

Qualifications

• Excellent verbal and written communication with customers.
• Strong active listening and understanding customer needs.
• Empathetic approach to distressed customers and situations.
• Ability to propose fair resolutions and outcomes.
• Excellent organisational skills and attention to detail.
• Capable of multi-tasking and managing follow-up actions.

Responsibilities

• Be the dedicated contact for customers with complaints, guiding cases from receipt to fair resolution.
• Investigate and document dissatisfaction, ensure accurate categorisation and timely reporting.
• Identify customers needing additional support and tailor approach accordingly.
• Handle drainage/watermains/subsidence insurance claims and related service aspects.
• Ensure claims are processed promptly while maintaining high customer care standards.

Skills

Clear communication

Active listening

Empathy

Problem solving

Customer care

Teamwork

Organisation

Job description

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 your 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