Customer Service Advisor
Customer Service Advisor
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Salary Not Disclosed
1 Vacancy
Job Description
Customer Service Advisor 37 hours per week Permanent)
Location:Contractual base in Pearl House Peterborough with hybrid working opportunities
Starting at 24.838 prorata) with opportunities to increase salary within our Role Progression matrix plus a discretionary bonus potential of up to 8 of annual salary
Job Level: D
Reporting to: SME Customer Team Leader
We want our people to have a great worklife balance and support flexible working in terms of a hybrid model. Please discuss this further with the hiring manager during your interview.
ABOUT US
Wave is a leading national business water retailer helping over 300000 customers across the UK to benefit from the nonhousehold water market. Were dedicated to helping businesses lower water use be more water efficient and reduce costs all of which helped us earn Water Retailer of the Year 2021 and again in 2023. Our vision is to be the most customerfocused utility delivering value and efficiency in everything we do making a positive difference to the environment and society.
The culture at Wave is like nowhere else. Were committed to a happy healthy place to work and have a working environment which supports continuous learning and development one where people can really flourish. Our people are at the centre of everything we do. Joining us means youd be part of a team of over 300 people working flexibly across two UK based offices. Youll find a real focus on employee wellbeing and some great benefits too. We expect great things from you and we give great things back. Were proud to have been recognised in 2024 by the UK Employee Experience Awards winning Gold awards for both our Corporate Social Responsibility and Health and Wellbeing approach.
WHATS IN IT FOR YOU
Wealth
Excellent pension scheme we will double match your contribution up to a maximum of 5 employee contribution and 10 from Wave
Bonus potential up to 8
Perkbox membership with a vast range of perks high street savings (fashion retailers supermarkets and restaurants) discounted cinema tickets travel and holiday discounts and online fitness classes
Income protection scheme
Personal accident insurance
4x salary life assurance
Free onsite parking
Time off
24 days holiday rising to 26 (plus bank holidays)
A day off for your birthday
Half a day on Christmas Eve and New Years Eve
The option to buy holidays
1 day paid volunteering
Wellbeing
Hybrid/Flexible working
Healthcare cash back scheme
Cycle to work scheme
Annual conference and Christmas party
24/7 Employee Assistance Programme
Free flu shots
Family Friendly
Enhanced maternity and paternity pay
Enhanced shared parental and adoption leave
We care about you as an employee and have a range of resources available to both you and your family
THE ROLE IN A NUTSHELL
Were looking for customer experience superheroes who can listen own and action the queries of our customers. Were looking for those who really get a buzz from delighting our customers want to build lasting relationships with our customers identify other ways to help and support them through our range of services and signposting to other places as needed. We look to get it right first time as much as possible and ensure weve left the customer feeling like each of them is as important as the next. Most of our customers contact us by phone so its essential that you enjoy speaking to customers diagnosing the issue and working to resolve the issue efficiency. Youll work truly as one team across Wave ensuring youre connecting with different departments and teams to make sure our customers remain at the heart of all we do.
WHAT WILL YOUR TYPICAL DAY LOOK LIKE
Our team works across our customers channels of choice including phone email digital channels and chat
Youll be handling a range of queries across any of our channels predominantly phone
Youll be comfortable to make outbound contact with Wave customers to ensure we erase the need for the customer to contact us back wherever possible
Youll explore the needs of customers through chatting and asking questions to ensure youve listened and understood what they need before guiding them to the best services and support
Well ask you to check our customer data so that we have the most accurate and relevant information possible
Well look for you to respond to communications in a lively clear and straightforward manner
WHAT DO WE NEED FROM YOU
Essential
A customer experience superhero focused on putting the customer first
Experience of working in a customer service environment
Enjoys speaking to customers on the phone
- Computer literate and adaptable to learn new systems
- An enthusiastic strong communicator whos able to listen and understand our customers
- Able to be accountable and find the solution which is customer focused
- Were looking for empathy and someone who can remain calm when working under pressure
- Selfmotivated and well organised
- Be able to demonstrate initiative and innovation
- Youll be able to work on your own but equally a true team player whos keen to see us all succeed together
Desirable
Contact centre experience
Handling multiple queries at one time
Billing & CRM systems
Utilities experience
Please refer to the essential criteria in the job description as this is what you will be shortlisted against.
Wave is committed to making a positive difference to the environment and society in which it operates. If you are excited to join a dynamic growing business which cares about its people we would love to hear from you.
BE YOURSELF OUR DIFFERENCES MAKE US STRONGER
Wave is proud to be an inclusive employer and actively encourage applications from all backgrounds. We will take into consideration any adjustments or individual requirements at any stage of your recruitment journey. If you require any additional support related to menopause neurodiversity or any other reason please do let us know by contacting .
Please ensure you attach your CV and a covering letter so we can get to know more about your skills and experience and why you are suitable for this role. We will not be able to consider applications without a covering letter.
Closing date: 4pm on 04 April 2025
Required Experience:
Unclear Seniority
Employment Type
Full-Time
