Will Brewster, Auger's External Operations Manager, first joined us in 2016 as a part-time Internal Technician alongside studying for his Chemistry Degree at the University of Loughborough. Having become a Technical Team Leader in July 2019, he now heads our team of Internal Technicians and on-site Investigation Engineers.
Will's focus is on mentoring both of these teams to help Auger provide a high-quality, same-day reporting service to our customers and clients for drainage, subsidence and off-mains claims. For our teams on site, this means providing them with support to identify the source of our customer's problem and helping them to overcome any challenges in achieving this. For our in-house technical experts, Will is on hand to provide guidance on assessing claim liability and proposing the right solution for all parties. He takes pride in ensuring our reports always point our customers in the right direction in terms of next steps to resolve their issue, whether they are covered by their policy or not.
As a people-centric manager, Will has taken on a vital role in promoting employee culture and wellbeing. One of his first actions as External Operations Manager was to help drive the implementation of a robust six-monthly video review process with all 100 of our directly employed external engineers, increasing employee engagement and our eNPS score as a result. He has carried this commitment into his role leading our Technical Department, transforming training plans for new starters and re-energising the team dynamic resulting in a more collaborative and effective unit. Will also completed the Institution of Occupational Safety and Health's 'Managing Safely' course in November 2020, with the aim of improving the safe working environment of his on-site colleagues and developing our internal reporting and data in this area.
Will's personal achievements include winning the National Shield for his county rugby side in 2017, and in April 2018 participating in the #BRAVETHESHAVE campaign which raised over £8,000 for Macmillan Cancer Support to fund invaluable brain tumour research.
We look forward to watching Will's continued professional development and the new ideas he will undoubtedly bring to both the employee culture and service delivery aspects of our technical investigation service.