SME Customer Service Advisor

Customer Service Advisor (37 hours per week Permanent)

Location: Contractual base in Salvus House Durham with hybrid working opportunities

Salary: starting at 25733 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

Our customer lines are currently open between the hours of 9am-5pm Monday-Friday

We want our people to have a great work-life 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 non-household water market. Were dedicated to helping businesses lower water use be more water efficient and reduce costs all which helped us earn all which helped us proudly earn the Water Retailer of the Year award in 2021 reclaim the title in 2023. Most recently we celebrate the win again in 2025 where the judges highlighted our commitment to social value and sustainability as well as our market-leading customer service. Our vision is to be the most customer-focused 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.

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
• 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 cashback and treatment 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
• Self-motivated 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 thejob 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 13th February 2026

Interviews are planned for week commencing 16th February 2026

Required Experience:

Unclear Seniority