Customer Experience Quality Advisor - Hybrid

Customer Experience Quality Advisor (30 hours per week, Permanent)

Location: Hybrid working with Western House, Peterborough or Salvus House, Durham as a base

Salary: £23,768 - £29,710 (pro rata) plus a discretionary bonus potential of up to 8% of annual salary

Hours: Ideally 09:00 - 15:00 Monday to Friday, however flexibility can be discussed at interview

Job Level: D

Reporting to: Customer Experience Quality Lead

We want our people to have a great work-life balance and support flexible working in terms of a hybrid model and varying start and finish times in some teams where possible. Please discuss this further with the hiring manager during your interview.

ABOUT US

Wave is a leading national business water retailer helping over 300,000 customers across the UK to benefit from the non-household water market. We’re dedicated to helping businesses lower water use, be more water efficient and reduce costs – all which helped us earn Water Retailer of the Year 2021 and again in 2023. 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. We’re 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 you’d be part of a team of over 300 people working flexibly across two UK based offices. You’ll find a real focus on employee wellbeing and some great benefits too. We expect great things from you and we give great things back.

WHAT’S 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 Year’s Eve
• The option to buy holidays
• 1 day paid volunteering

Wellbeing

• Hybrid/Flexible working
• Healthcare cash back scheme
• Cycle to work scheme
• Christmas and summer parties
• 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

The Quality team are responsible for efficiently carrying out evaluations in a fast-paced environment, providing constructive feedback to customer facing teams.  This ensures the quality service delivery of customers via multi-media channels is met.

We are looking for a superstar who is eager to hit the ground running to join us as we continue developing our great and wonderful culture.

The role will suit you if you are passionate about the customer, embrace learning, have great attention to detail and enjoy working across several business streams with a thirst to make a difference.

WHAT WILL YOUR TYPICAL DAY LOOK LIKE?

The role benefits from being exciting and varied, there’s no such thing as a typical day but regular tasks include:

• You will conduct daily quality evaluations whilst remaining focussed, calm, professional and alert to trends and support you can feedback to advisers and their managers alike.
• Our Quality Advisors think on their feet, are solutions driven, problem solvers and able to think outside the box looking for smarter ways of working.
• Managing a growing, busy workload, you will be organised and able to function independently alongside being part of the team.
• Foster relationships, provide guidance and support to Stakeholders to facilitate consistent service whilst dealing with our customer in every area of the business.
• Running first responder meetings to share best practice and create data to enhance performance in teams.
• Support QA colleagues to ensure we complete all the work planned for each month.
• Provide flexible support where required such as upskilling and coaching sessions.
• Assist with quality form calibrations to aid in assessment consistency across the department.
• Stay up to date with business processes and monitoring these are being adhered to within the quality remit.
• Upholds data and security measures within a quality function and the wider business.

WHAT DO WE NEED FROM YOU?

• Commercially aware, with a knowledge of a quality framework
• Fully ICT literate and competent in the use of Microsoft products, with intermediate knowledge of Word and Excel
• Able to maintain a confidential approach
• Customer and target focused
• Professional with a flexible, positive approach to work and change
• Organised and detail driven with good time management skills
• Able to remain calm under pressure and resilient
• A confident, diplomatic and strong communicator, with both excellent written and verbal skills
• Able to demonstrate strong literacy and numeracy skills
• Collaborative team player with a ‘can do’ attitude
• A willingness to work independently and using your own initiative
• Proactive and alert to opportunities for improvement
• Minimum 5 GCSEs or equivalent and/or high level of appropriate relevant experience.
• Experience within a Quality role, carrying out assessments.

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 [email protected].

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.