Customer Service Advisor - Durham & Hybrid

SME Customers · Durham (Hybrid)

Customer Service Advisor (37 hours per week, Permanent)

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

Salary: starting at £24,838, 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

The current contact centre hours are 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 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. 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 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

To provide an effective, high level of Customer Service within a customer experience environment.  Build relationships with customers in order to exceed their expectations, promoting other services and signposting whenever appropriate. Working towards and exceeding business targets. To provide the customer with excellent levels of service by understanding their needs, displaying empathy when required and resolving queries at the first point of contact. Working as one team to manage relationships between internal and external customers, building mutual respect and trust with all stakeholders. The role will suit you if you are looking for a new challenge in a fast-paced environment.

WHAT WILL YOUR TYPICAL DAY LOOK LIKE?

• To handle customer queries in a timely manner, displaying a flexible approach when required.
• Respond to all incoming contact from customers through a variety of channels, predominately calls, emails and web chat where required.
• Make outbound contact with the customer in order to resolve enquiries when required.
• Become a relationship maker and explore the needs of the customer through effective questioning to best understand their needs and provide suitable services and support.
• Ensuring customer data is maintained, updated and cleansed following any customer contact.
• Process customer correspondence, taking appropriate action.

WHAT DO WE NEED FROM YOU?

Essential

• Putting the customer at the heart of what we do
• Experience of working in a Customer Service environment
• Computer literate and adaptable to learn new systems
• A strong communicator
• Ability to go above and beyond in challenging circumstances
• Ability to remain calm when working under pressure
• Listening and questioning skills
• Self-motivated and well organised
• Be able to demonstrate initiative and innovation
• An exceptional team player with a ‘can do’ attitude

Desirable

• Contact centre experience
• Handling multiple queries at one time
• Billing & CRM systems
• Utilities experience

Please refer to the essential criteria listed above 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.

Closing date: 4pm on 09 July

Planned interview dates are expected to be 05 and 12 July.