Customer Experience Quality Advisor
3 days ago
**Customer Experience Quality Advisor (37 hours per week, Permanent)**
**Location**:Hybrid working with Priory House, Durham / Western House, Peterborough as a base**
**Salary £21,155 - £26,443 **plus a discretionary bonus potential of up to 8% of annual salary**
**Job Level: D**
**Line Manager: Customer Experience Quality Lead**
**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.**
**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. Wave is built on its people and we’re looking for enthusiastic people to join our team and be part of our continued success.**
We’re looking for an enthusiastic **Customer Experience Quality Advisor **who will work alongside the Customer Experience Quality Lead to assess performance of Advisors from teams across the entire business.
The Customer Experience Quality Advisor will build and maintain relationships with our internal and external Stakeholders checking work across multiple channels. It is vital that our interaction with any Stakeholder or Advisor is carried out in a professional and courteous manner.
- Efficiently carry out auditing in a fast paced environment whilst remaining calm and professional
- Think on your feet, be a problem solver and able to think outside the box
- Manage a busy workload, be organised and able to function independently
- Provide guidance and support to all Stakeholders to facilitate consistent service whilst dealing with our customer in every area of the business
- Support the QA colleagues to ensure we complete all the work planned for each month
- Provide flexible support where required
**You will have proven experience of working in a vibrant fast paced environment, specifically within a quality auditing environment and will be able to self-manage and prioritise your workload within the business/team requirements whilst building/maintaining effective working relationships.**
**You will be**:
- Customer focused, with excellent written and verbal communication skills
- Professional and flexible, with a positive approach
- Resilient and able to remain calm under pressure
- Well organised and able to act on your own initiative
- Diplomatic and tactful
- Proactive and alert to opportunities for improvement
- Computer literate with strong Word and Excel knowledge
- Excellent literacy and numeracy skills
- Target driven and commercially aware
**Experience in supervision, mentoring and coaching would be advantageous.**
**Come and join us**
**We welcome applicants who are looking to join a dynamic growing business that really cares about its people. We want people to join us who are passionate about providing excellent customer service and improving our service delivery. We offer a competitive salary a comprehensive benefits package and a range of family friendly policies which include**:
- 24 days holiday, rising to 26 days (plus bank holidays)
- opportunities to purchase holiday
- a day off for your birthday, plus a half day for Christmas Eve and New Year’s Eve
- bonus potential
- excellent DC pension scheme with company matched contribution levels
- personal accident insurance
- healthcare scheme
- life assurance
- income protection scheme.
- Perkbox membership with its vast range of perks including high street savings, discounted cinema tickets, travel perks, online workout classes and employee recognition scheme.
- Cycle to work scheme
**Please ensure you attach your CV and a covering letter clearly stating why you are suitable for this role. **Applications without a covering letter will not be considered.**
**Closing date: 4pm on 18 March**
**Interviews are expected to be held week commencing 28 March**
**Internal Applicants**:
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