Customer Experience Quality Advisor

**Customer Experience Quality Advisor (37 hours per week, 12 month fixed-term contract)**

**Location**:Contractual base in**Salvus House, Durham / Pearl House, Peterborough with hybrid working opportunitie**s**
**Salary: Starting from £25,733 (pro rata) plus a discretionary bonus potential of up to 8% of annual salary**
**Working Hours: Ideally 09:00 - 17:00 Monday to Friday, however flexibility can be discussed at interview**
**Job Level: D**
**Reporting to: Customer Experience Quality Manager**

**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 all which helped us proudly earn the** Water Retailer of the Year award in 2021,**reclaim the title in** 2023.**Most recently, we celebrate the win again in** 2025,**where the judges highlighted our commitment to social value and sustainability as well as our market-leading customer service**.**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 cashback and treatment 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**

The Quality team is responsible for efficiently conducting evaluations in a fast-paced environment, providing constructive feedback to customer-facing teams to ensure high-quality service delivery across multiple channels. We are looking for a proactive individual who is passionate about the customers' experience, embraces learning, and has great attention to detail.

This Customer Experience Quality Advisor role requires a strong blend of analytical skills, effective communication, and a proactive mindset to ensure the highest quality standards and exceptional customer service. If you are passionate about quality and eager to contribute to a dynamic team, we would love to hear from you.

**WHAT WILL YOUR TYPICAL DAY LOOK LIKE?**

The role is varied and exciting, with no two days being the same. Regular tasks include:

- Conducting daily quality evaluations while remaining focused, calm, and professional
- Providing feedback and guidance to advisers and their managers
- Thinking on your feet, being solutions-driven, and looking for smarter ways of working
- Managing a busy workload independently and as part of a team
- Fostering relationships and providing guidance to stakeholders
- Supporting colleagues to complete monthly work plans
- Providing flexible support such as upskilling and coaching sessions
- Running Surgery Sessions and Welcome to Wave new starter days
- Assisting with quality form calibrations for consistent assessments
- Staying up to date with business processes and ensuring adherence within the quality remit
- Upholding data and security measures within the quality function and the wider business

**WHAT DO WE NEED FROM YOU?**
- Experience in a Quality role, actively conducting assessments
- Professional with a flexible, positive approach to work and change
- Organised, detail-driven, and good time ma