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Customer Advisor, Auxillis

up to £19.3k per year

in Peterlee

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Job description

Up to £19,290 per annum + monthly performance bonus

We are excited that our contact centre team here in Peterlee is continuing to grow with a range of fantastic opportunities across the business for new colleagues to join us.

Life as a Customer Advisor

Auxillis is the leading provider of outstanding, bespoke accident claims and mobility services for motorists, trusted by some of the UK’s best known motor insurers and motoring brands to help their customers when they need it most. As a Customer Advisor in our front-line team, you are at the heart of our business and whichever department you join, every day will present a wide variety of customers, each with their own unique needs and approach to the situation they face.

From assisting customers to record their accident details and assess liability, explaining how our services work or negotiating a settlement with an insurance company – you will be a natural at getting to the bottom of things, helping customers, agreeing the best outcome.

Supporting your development is key; from your first day and throughout your career with us, our aim is to ensure you have the skills and tools you need to excel in your role - supporting you with ongoing training, coaching and talent development programmes.

You will find colleagues and our wider award-winning team friendly and supportive, all in an environment where you can make great friends. For the right person, this could be the first step into a great career!

To succeed as a Customer Advisor, you need:

·Engagement – You are the voice of our business so it is essential you can make a positive first impression and deliver an exceptional customer experience;

·Empathy – You are a people person, you are able to put yourself in others shoes and communicate effectively in difficult situations;

·Enthusiasm – You will be at home promoting our services (including hire vehicles, vehicle repairs and legal services) or negotiating with insurers and third-parties in a confident and credible manner;

·Efficiency – You quickly understand the issue at hand and clearly see the solution. If you can’t help, you know who can;

·Organisation – You are comfortable using office based IT systems (keyboard, mouse, Microsoft Office, CRM systems);

·Flexibility – We are here for our customers when they need us operating a range of full and part-time working patterns. Our business operates from 7:00am to 9:30pm, including weekends.

As a Customer Advisor, we offer you:

·A comprehensive employee benefits and discounts package including:

·bonus scheme

·daily paid rest breaks

·pension and save-as-you-earn schemes

·life assurance

·local parking

·a full range of employee benefits and retail discounts.

If you’d like to join our outstanding team as a Customer Advisor or find out more about us, what are you waiting for?

How this job measures up

Call and contact centre staff at Auxillis are typically paid £7.81–9.55 an hour. This job pays up to £19.3k per year.

6 employees told us the worst thing about this job…

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Bad
  • Head office doesn’t understand the frontline

    Do people think Auxillis head office understands what's happening where they work?

    People think head office doesn’t understand what’s happening where they work

    How we know this

    100% of people think that this employer’s head office or owners don’t have a good understanding of what’s really happening where they work

    Based on information from 6 job reviews

    Why this matters

    At a good job, the role of head office should be to support the people on the frontline serving customers.

    To do that properly, the company’s owners or head office need to have a good understanding of what’s really happening on the frontline. This is especially important when a company owns multiple locations.

  • Hard to choose shifts

    Do Auxillis workers get to choose the shifts they work?

    People don’t get enough choice over which shifts they work

    How we know this

    80% report that their manager doesn’t give them enough choice over which shifts they work

    Based on information from 5 job reviews

    Why this matters

    A good job is flexible around your personal life. This means you get a say in when you prefer to work.

  • People feel stressed

    Is it stressful to work at Auxillis?

    People feel stressed here

    How we know this

    83% of people say they often feel stressed at work

    Based on information from 6 job reviews

    Why this matters

    Work isn’t always easy, but if you’re frequently feel stressed, that’s not good.

    Your employer should support you with enough people and resources to get your job done without feeling overwhelmed.

  • People are paid below market rates

    Does Auxillis pay market rates?

    People are not paid market rates

    How we know this

    100% of people are paid below the typical pay for the type of work they do

    Based on information from 6 job reviews

    Why this matters

    Pay can vary a lot between types of job. Employers should be ensuring that the rates their staff are paid are in line with similar roles elsewhere.

  • No career progression

    Are people given support to progress at Auxillis?

    People aren’t given support to progress here

    How we know this

    In the last year, 80% of people report not being given an opportunity to get better at their job, learn a new skill, learn to manage a team or get more responsibility in their role

    Based on information from 5 job reviews

    Why this matters

    A good job should help you progress at work, if you want to. That might be supporting you to get better at the job you currently have, learn something new, manage a team or take on more responsibilities.

    This means you’ll be able to build on your skills and experience, and earn more money.

  • People don’t recommend their team

    Do people at Auxillis recommend working with their team?

    Very few people recommend working with their team

    How we know this

    83% of people report that they wouldn’t recommend working with their immediate team to a friend

    Based on information from 6 job reviews

    Why this matters

    A good job means enjoying the place where you work.

    The people you work with every day really matter. They can be the difference between a terrible day and a great one.

    If you’d recommend your team to a friend, this shows that something’s going right.

  • Less than 4 weeks notice of shifts

    How much notice do people get of their shift pattern at Auxillis?

    People don’t get 4 weeks notice of when they’re working

    How we know this

    • 40% report getting one week notice or less
    • 0% report getting two weeks notice
    • 40% report getting three weeks notice
    • 20% report getting four weeks notice or more
    • 0% report having a fixed rota

    Based on information from 5 job reviews

    Why this matters

    At a good job, you get plenty of notice about when you’re working.

    This makes it easy for you to plan the rest of life, as well as your finances, because you know how much you’ll be working and when.

  • Managers aren’t respectful

    Do people at Auxillis feel treated by respect by their managers?

    People don’t feel treated with respect by their managers

    How we know this

    83% of people say they’re not treated with respect by their managers

    Based on information from 6 job reviews

    Why this matters

    Everyone should get treated with respect by their managers. You shouldn’t feel discriminated against or bullied, and if you have a problem you should be able to speak to someone about it.

Not great
  • Shifts get changed at short notice

    Do Auxillis managers change shifts at short notice?

    Most managers change people’s shifts at short notice

    How we know this

    60% of people say their manager changes their shifts at the last minute

    Based on information from 5 job reviews

    Why this matters

    If your manager is often changing your shifts at short notice that’s a sign of poor planning. At a good job you won’t be messed around at the last minute.

  • People are not paid enough to live on

    Does Auxillis pay enough to live on?

    Most people are not paid enough to live on

    How we know this

    67% of people say they are paid below the Real Living Wage for where they live

    Based on information from 6 job reviews

    Why this matters

    Everyone should be paid enough to live on.

    The Real Living Wage is a voluntary rate employers can sign up to that is based on the real cost of living.

    The Real Living Wage is currently £9.50 per hour, and £10.85 per hour in London.

  • People don’t get sick pay

    Does Auxillis pay sick pay?

    Not always. Most people don’t get proper sick pay

    How we know this

    67% of people say they wouldn’t get paid if they were sick but scheduled to work

    Based on information from 6 job reviews

    Why this matters

    Everyone gets sick sometimes. You should be able to take time off without worrying.

    At a good job you should still get paid if you’re scheduled to work but can’t due to sickness. Your contract should say how many sick days you can take each year.

    This is more than the legal minimum, which says you should only get paid if you are unwell for 4 full days. See Citizens Advice for more details.

  • Uninformed about head office

    Do workers feel well informed about how Auxillis is doing?

    Only some people feel well informed about how the company is doing

    How we know this

    67% of people feel that they aren’t kept well informed about how the company is doing as a whole

    Based on information from 6 job reviews

    Why this matters

    At a good job, there should be a supportive relationship between the people working on the frontline serving customers and the people who own the company or work in head office.

    You should be kept informed about how the company is doing as a whole, both in good times and when things get tough for the business.

Good
  • Easy to book holiday

    How easy is it to book a holiday at Auxillis?

    Most people find it easy to book holidays

    How we know this

    67% of people report it’s easy to book holidays

    Based on information from 6 job reviews

    Why this matters

    A good job should let you take time off when you need it, and it shouldn’t be a nightmare to arrange.

  • Easy to take sick leave

    How easy is it to take sick leave at Auxillis?

    Most people find it easy to take sick leave

    How we know this

    50% of people report that it’s easy to take time off if they are sick

    Based on information from 6 job reviews

  • Enough training

    Do people get enough training when they start at Auxillis?

    Most people get enough training when they start

    How we know this

    67% of people report they got enough training when they started working here

    Based on information from 6 job reviews

    Why this matters

    A good job should give you good training when you start, not just drop you in at the deep end.

    This means that you’ll be happier and more productive from day one and shows that your employer values you.

    It’s also very important if your job involves anything that could be dangerous. Good training from the outset keeps you and your team safe.

Excellent
  • Breaks are paid

    Do workers at Auxillis get paid breaks?

    Yes. People get paid breaks

    How we know this

    100% of people say they get paid breaks

    Based on information from 6 job reviews

    Why this matters

    A good job should have paid breaks.

    You should be paid for all your time at work, whether you’re on a break or not.

  • People get proper breaks

    Do people at Auxillis get proper breaks?

    People get proper breaks

    How we know this

    100% of people report that they get to take proper breaks

    Based on information from 6 job reviews

    Why this matters

    When you take a break it should be a proper rest. It should last the full duration and you shouldn’t get pulled off it.

What employees are saying about Auxillis

  • Best thing

    Being outdoors, traveling and seeing different places

    Worst thing

    Not being trusted to do the job to the best of my ability. Feeling under pressure not to stop for breaks

    4.4

    Employee, September 2021

  • Best thing

    The friendly atmosphere, free not drink machines, generous holiday entitlement

    Worst thing

    Due to current situation having to be multi skilled doing extra work and no longer getting a bonus for it.

    7.9

    Employee, March 2021