Operational Delivery

Auriga First

• Frontline of the business, taking a call when an individual seeks assistance by phone. We don’t use heavily automated phone systems.
• First step in Auriga’s advice model, understanding needs and putting the customer at the centre of the service. We never forget that almost all the people who call are in a difficult situation and are reaching out for help.
• Trained customer service experts. Treating people with respect and putting them at ease swiftly, so we can inform and advise the best course of action. They speak a number of languages to improve accessibility – helping us reach communities who may not ordinarily reach out.

Grant Management

• Managers of a portfolio of assistance funds, commissioned on behalf of clients. From inception to completion, the team ensure a coordinated, coherent plan for delivery. Services include managing, assessing and administrating applications within the requirements of a service or fund.
• Experts in achieving the timely completion of a caseload of applicants and assessments, priding themselves on their personable and professional approach. No fund is the same and the team have a great ability to manage diverse budgets, themes, and integrate seamlessly, with money advisors where required.
• Assessors of every application to a trust fund. Carried out by an experienced assessor, considering the background and personal circumstances of the applicant.

Auriga Assist

• Key customers advisors, delivering services when and where they’re needed. That means outreach work, working in partnerships, and taking referrals from agencies. Advisors have expertise in the provision of debt advice, welfare benefits and wider money advice for people who find themselves in financial difficulty.
• Experts in a crisis. And specialists in wide-ranging topics including prevention, wellbeing, energy and water efficiency advice, to address the root causes of debt problems.
• Practitioners, making in-depth or light-touch interventions, where they feel that there is significant impact to be made.
• Collaborators, working with other agencies and sharing good practice.

Business Development and Marketing

We champion our brilliant services, bringing them to life in dynamic ways for clients. We turn ideas and opportunities into services with impact. In addition to winning new work and maintaining our client base, we also lead all Auriga’s marketing and social media.

Business Development build relationships and work collaboratively with colleagues across the organisation to keep and grow Auriga’s client base. There is a clear approach to sharing insights internally and externally on the knowledge within, and across the sectors we work with.

Finance

The finance team has qualified accountants who ensure strong governance processes surround our work. We act as Company Secretary for charitable trusts and ensure that records are robust, transparent and open to external scrutiny. We manage client accounts and ensure that Auriga’s finances are separate from other funds.

Management accounts are produced monthly for all relevant contracts and we prepare all documentation ready for audit. We use Crowe to conduct our audits. Auriga itself is a financially robust company with an excellent credit rating, able to handle major contracts from both public and private sector organisations.

Business Support

Our Business Support team cover the services needed to support the operational aspects of the business. This covers the IT infrastructure, that was thankfully upgraded prior to lockdown enabling all our staff to be able to work from home. Office Management leads on the day-to-day physical operation of the buildings and facilities. Core business processes (QMS) and procedures for Auriga’s planning and service delivery are developed here – including health & safety management. Business Support liaise with other service areas where appropriate to provide information and advice as required.