Customer Service Advisor

4 months ago

Durham, United Kingdom Wave Utilities Full time

**Customer Service Advisor (Complex Queries) (1x 37 hours per week, permanent & 1x 37 hours per week 12 months Fixed Term Contract (FTC)**

**Location**:Hybrid working with Priory House, Durham / Western House, Peterborough as a base**, depending on location**

**Salary: £24,470 - £29,710 (pro rata for FTC) plus a discretionary bonus potential of up to 8% of annual salary**

**Job Level: D**

**Reporting to: SME Complex 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**. 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, excellent career opportunities 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
- Dog friendly offices
- 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 customer contact through Billing Queries, Complex Queries and Complaints. The team prides itself on phone first contact to ensure that we capture the customers’ requirements as accurately as possible. This role 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 this is 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 be a great fit for someone who has an excellent telephone manner where displaying empathy and conveying complex explanations comes easily 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 re

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