We're looking for a Customer Relations Advisor to join the Auger family based at our state-of-the-art head office in Wallasey.   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