Service Delivery Assistant

Key Responsibilities:  

• Receiving and handling correspondence, including telephone calls, from beneficiaries and other external contacts, handling or transferring them to the appropriate person to ensure complete and correct information quickly and with excellent customer service; 

• Entering data and accurately recording all information taken from paper application forms onto a database; 

• Providing information via email for organisations and beneficiaries regarding individual queries, application processes, and dispatch of relevant application forms; 

• Completing applications over the phone with beneficiaries; 

• Processing applications from beneficiaries struggling financially, for example social tariffs and household support funds; 

• Supporting the emergency fuel process by processing the voucher requests, completing portal updates, answering telephone, and email enquiries;  

• Ordering household items from designated suppliers for safe delivery to beneficiaries, liaising as requested with beneficiaries or their representatives; 

• Continuously reviewing and play an active part in the work of the team and Auriga, suggesting improved ways of working and new ideas; 

• Working to deliver exceptional service in line with Auriga’s values;   

• Assessing applications and requests across the contracts managed by Auriga Services, including from emergency fuel, water company contracts and councils;   

• Ensuring GDPR, safeguarding and other policies are followed. 

 Requirements:  

• Be passionate about providing an effective service to those in need; 

• Be organised and able to manage your time effectively to meet deadlines; 

• Have a good eye for detail and a high degree of accuracy; 

• Have excellent people skills, being able to deal with people who are struggling;  

• Expect to be able to receive difficult and sometimes emotional conversations when talking to people in need (we do provide training for this);  

• Have good oral and written communication skills; 

• Be proficient in Microsoft Word, Excel, Outlook and Teams; 

• Have previous experience of inputting data and using IT and databases;  

• Be able to work effectively in a team, supporting others when needed; 

• Be able to come into the office as and when required.   

The Company: 

 Auriga Services is a Public Benefit Entity that has been operating for 20 years and is owned by a registered charity – Evnia Charitable Trust.  As a wholly owned subsidiary, Auriga is the commercial arm of Evnia.  Our charity-owned status makes us as unique in the marketplace, which allows us to genuinely care about creating better and lasting impacts for vulnerable people and households in poverty.    

 At Auriga Services we understand the importance of supporting people through life’s challenges and our responsibilities and obligations towards our customers and beneficiaries including delivering an exceptional level of service, ensuring transparency, addressing customer concerns and upholding ethical practices to create a positive and trustworthy relationship with our consumers.