Senior Customer Relations Advisor

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

Job summary

A leading service provider in Wallasey is looking for a Senior Customer Relations Advisor to manage a team and ensure exceptional customer service. Ideal candidates will have a passion for customer care, strong communication skills, and some management experience. The role offers a competitive salary and benefits including annual leave, health plans, and a focus on training and development.

Benefits

Health Plan

Annual Bonus

Training and development opportunities

Social office environment

Qualifications

• Previous experience in managing teams and handling complaints preferred.
• Ability to convey information clearly and professionally.
• Experience with vulnerable customers is a plus.

Responsibilities

• Lead and manage Customer Relations Team.
• Ensure excellent care and communication with dissatisfied customers.
• Act as escalation point for customer complaints.

Skills

Excellent verbal and written communication

Passion for customer care and empathy

People management experience

Job description

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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