Senior Customer Relations Advisor

Auger; Wallasey; On-site; GBP 29,000 - 31,000; Full time

Job summary

A leading service provider in Wallasey is seeking a Senior Customer Relations Advisor to manage a team and ensure excellent customer care. The role includes managing complaints, overseeing team performance, and improving customer satisfaction. Ideal candidates are communicative, passionate about customer care, and capable of leading a small team. This position offers a full-time role with competitive salary and significant employee benefits.

Benefits

Health Plan with cashback for services

Annual bonus of £2000 - £2500

Company events and team socials

Training and development opportunities

Employee referral bonus of £1000

Qualifications

• Exceptional communication skills to interact professionally with customers.
• Empathetic approach and passion for customer care.
• Experience in managing teams and complaints preferred.

Responsibilities

• Manage the Customer Relations Team with leadership duties.
• Ensure excellent care and communication for dissatisfied customers.
• Act as an escalation point for customer complaints.
• Work on feedback trends to improve customer experience.

Skills

Excellent verbal and written communication

Passion for customer care

Ability to oversee a team

Experience in complaints management

Job description

Overview

This job is brought to you by Jobs/Redefined, the UK's leading over-50s age inclusive jobs board.

We're looking for aSenior 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: www.auger.co.uk