Onboarding Advisor - Peterborough (Hybrid)

Onboarding Advisor (37 hours per week, Permanent)

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

Salary: starting at £23,768 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: Consolidated Billing & Onboarding Team Leader  

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
• 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

We are looking for an Onboarding Advisor to join our Onboarding Team, who are responsible for coordinating the join experience for new customers. The team is dedicated to providing a high level of customer service and a best in sector join experience for all customer types, from our small to medium sized business customers through to large national industrial customers.

As an Onboarding Advisor, you will play an essential role in delivering a seamless onboarding experience and ensuring customers are set up for success throughout their time with Wave. You will ensure customers are processed through their transfer in a timely manner and in line with industry regulations.

WHAT WILL YOUR TYPICAL DAY LOOK LIKE?

• Developing and maintaining a close working relationship with Business Development Managers and the Sales team to ensure the co-ordinated delivery of best in sector customer service.
• Co-ordinating the transfer of new customers in alignment with internal business processes and industry regulation.
• Understand the industry standard process for transfers and be accountable for checkpoint throughout the journey.
• Developing and maintaining effective working relationships with the Billing, Systems, SME and Metering teams to ensure the onboarding journey is seamless.
• Contributing to continual improvement of the onboarding process
• Ensuring customers are informed on the status of their transfers and are provided with accurate and regular reports.

WHAT DO WE NEED FROM YOU?

• A proactive team member, with a can-do attitude and the ability to work on your own initiative
• Ability to build effective and collaborative relationships with all stakeholders
• Highly organised, with proficient time management skills
• Ability to adapt to change and provide new ideas
• An excellent communicator (written and verbal)
• Confident in managing a demanding and conflicting workload, and coordinating several activities at once
• Ability to own and take responsibility of a process from beginning to end
• A strong team player

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.

Closing date: 4pm on 22 March 2024

Interviews are planned for week commencing 25 March 2024