Customer Service Advisor (Complex Queries), Full-time, Permanent

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

Job Level: D

Salary: starting from £25,572, with opportunities to increase salary within our Role Progression matrix, plus a discretionary bonus potential of up to 8% of annual salary

Reporting to: SME Complex Queries 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 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 Complex Queries team are responsible for handling of contact through Billing Queries, Complex Queries and Complaints. The role pries itself on phone first contact to ensure that we capture the customers’ requirements as accurately as possible. You will work collaboratively with all of the SME customer contact team and the wider business to deliver a consistent high quality and efficient level of support for SME Customers. You will be able to work towards and exceed internal and external targets and support the wider teams with knowledge and experience of internal and external processes in line with market and operational codes.

 

We have a great culture here at Wave and we pride ourselves on helping our people, help our customers and also on the personal development of our people.

 

The role will suit you if you have experience in the utilities industry and specifically dealing with complex queries / complaints, although not essential as we offer training and support in this area. It would be advantageous if you come from a contact centre background where you have experience of working towards and exceeding targets. The role would fit someone who has a great telephone manner, where displaying empathy, conveying complex explanations comes easy to them.

 

WHAT WILL YOUR TYPICAL DAY LOOK LIKE?

• Deal with complex queries received by the SME team
• Seek proactive solutions for customers and communicate effectively with internal and external customers.
• Ensure a satisfactory outcome is reached when dealing with customers’ complaints and ensure these are dealt with within required timescales.
• Ensure all customer contact queries are logged and completed within the required timescales.
• Supporting the credit control team with appropriate information regarding customers
• Maintaining customer records on appropriate internal and external systems and websites.
• Handling sensitive data relating to customer accounts ensuring all data is entered in a compliant manner and with regulatory code in mind
• Liaising with internal and external stakeholders as required.
• Other reasonable administrative tasks in line with business needs

 

WHAT DO WE NEED FROM YOU?

Essential

• Experience of working in customer service environment
• Effective listening and questioning skills
• Computer literate, especially around Microsoft office
• Professional and courteous with positivity
• Problem solving
• Give and receive feedback
• Results driven – SLA’s and KPI’s
• Customer driven / can do attitude
• Team player
• Can use initiative and innovate

Desirable

• Work under pressure whilst achieving business targets
• Manage multiple workstreams and workloads
• Billing system experience / CRM
• Contact centre 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 [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 27 August

 

Interview dates are expected to be from 28 August