Auger's Internal Operations Manager, Louise Chadwick, joined us as a claims handler 10 years ago and has since worked her way through the ranks to her current position heading up our claims area.
Louise's previous experience of dealing with challenging customers in a high-pressured environment meant that she excelled in the claims handling role from day one. In 2014, she took on the role of Team Leader and began to mentor some of her less experienced colleagues. She has held her current position as Internal Operations Manager for the past 4 years, in which time she has helped to drive our NPS score to an industry-leading 80 and vastly improve our customer journey.
Louise is a driver of innovation when it comes to our service. One of her first projects focussed on incorporating water supply pipe investigation and repair into our service; in the first instance, Louise utilised skills developed through her CIPS qualification to establish a nationwide supply chain, later converting this into the 100% direct labour model that delivers the first class service we offer today. Having successfully managed this transition, Louise moved on to remodelling our complaints handling process. As a result, our dedicated complaints handling and customer relations team was established; this team is responsible not only for resolving complaints to the highest standard, but for carrying out individualised customer service training and embedding our customer-centric values across the claims area.
Never one to stop striving for personal development, Louise has consistently expanded her skill-set by pursuing external qualifications throughout her time at Auger. Beginning in 2017, Louise has undertaken the various Levels of the Chartered Management Institute Management and Leadership course, achieving her Level 5 in 2019. Alongside this, Louise has now reached her Level 6 Professional Diploma from the Chartered Institue of Procurement and Supply, and is due to become chartered later this year.
In addition to using these leadership skills to nurture and develop members of her claims team, Louise volunteers as a mentor with the Girls' Network, a charity whose mission is "to inspire and empower girls from the least advantaged communities by connecting them with a network of professional female role models". She has also been actively involved in encouraging other members of the Auger team across all levels to become involved with the group, recently organising a meeting for various colleagues to meet with a Girls' Network ambassador. Louise is consistently at the forefront of organising company charity events, most recently arranging for several members of the team to take part in Running Head First's 2020 Twelve Hour Christmas Rowing Challenge, in aid of improving mental health through physical activity.
We are proud to have been part of Louise's outstanding professional journey so far, helping to shape not only our external performance and delivery but bringing huge value to our culture. We look forward to watching what the next 10 years hold for this much-admired member of our team.