Do you have what it takes?
Auger are looking for someone to join our team as a Customer Care Agent. You will manage incoming calls and email queries while providing excellent service and ensuring smooth communication between customers and our claims teams. You will handle simple inquiries and transfer customers to the appropriate claims teams for further assistance when needed. This role is essential for maintaining a positive customer experience and efficient operational flow.
This is a part-time position with a minimum of 18 hours spread across a minimum of 3 days.
The Benefits:
* £11.44 per hour, plus 5.5% pension contribution.
* Annual profit share bonus paid in November
* Westfield Health Cash-back Plan, giving you access to services such as dental care, optical care, physiotherapy and a 24 Hour GP, including coverage for your children and gym discounts.
* A focus on training and development.
* Modern contemporary office environment, with frequent social events.
A Little About Auger:
We are an independent specialist with an impeccable reputation who work on behalf of major UK insurers. We provide a national service for drainage, water mains and subsidence claims across the UK.
We achieve this through our exceptional people, who consistently exceed the expectations of our clients and customers alike. We pride ourselves on our collaborative and supportive environment, creating an engaged and inclusive workforce where the importance of the individual's needs are always our priority. To be successful in any role with us we believe you need the tools, support and environment in which to flourish and we take this really seriously. We truly believe in our core values: doing 'whatever it takes' for our customers, colleagues and communities.
The Role
The Customer Care Agent will manage incoming calls and email queries while providing excellent service and ensuring smooth communication between customers and our claims teams. They will handle simple inquiries and transfer customers to the appropriate claims teams for further assistance when needed. This role is essential for maintaining a positive customer experience and efficient operational flow.
Key Responsibilities:
* Handle all incoming calls in a courteous and professional manner.
* Answer basic customer queries related to the claims process and company services.
* Use active listening skills to fully understand customer needs before transferring or providing information.
* Transfer customers to their dedicated claims team promptly and accurately.
* Ensure seamless communication between customers and internal teams.
* Maintain clear records on claims of inbound correspondence with all parties involved in the claim.
* Monitor call queues, ensuring timely responses and minimal wait times.
* Respond to simple email queries in a clear and professional manner.
Preferred skills:
* Excellent Communication Skills: Strong verbal and written communication skills with the ability to convey information clearly and professionally to customers.
* Multitasking: Handling multiple responsibilities simultaneously without compromising quality.
* Customer Service Focus: A passion for delivering excellent customer service with the ability to empathise with customers and understand their needs.
* Problem-Solving Skills: Ability to think quickly and resolve issues efficiently while maintaining a calm and helpful demeanour.
* Teamwork: Work well as part of a team, helping colleagues when needed.
* Adaptability: Ability to handle a variety of calls and issues, adapting your approach based on the situation and customer needs.
We’d love to hear from you if
* You are eager to understand and adhere to the ‘Auger Way’
* You enjoy caring for and supporting customers over the phone
* 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 ready to kick start your Auger career - we want our working relationship to be a longstanding one!
Prerequisite
* A clear basic DBS check
Our interview process:
* Successful applicants will be contacted to schedule a telephone interview
* Final stage interview will be a Face-to-Face Interview at our Head Office
Join us in delivering exceptional projects while fostering innovation and excellence. If you're ready to make a significant impact and drive success in Customer Care, we invite you to apply and be part of our dedicated team.
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