Customer Service Advisor (Credit Control) (Hybrid Working) Durham, England
Job description
Customer Service Advisor (Credit Control), 37 hours per week, permanent
Location: Predominately home based, although contractual work base will be Priory House, Durham
Salary: £23,768 - £29,710 plus a discretionary bonus potential of up to 8% of annual salary
Job Level: D
Reporting to: Credit Control 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 Credit Control Team are responsible for ensuring our customers’ accounts are paid whilst maintaining and even enhancing the company’s reputation for first class customer service, fairness, and transparency.
The team is looking for a Credit Control Customer Service Advisor to help us to continue to develop our great and wonderful culture.
WHAT WILL YOUR TYPICAL DAY LOOK LIKE?
- Deliver excellent customer service via both telephone and email
- Demonstrate strong influencing and problem-solving skills to be able to confidently resolve barriers for payment
- Deliver exceptional communication skills – both written and verbal
- Engage confidently with customers and colleagues to maintain open lines of communication to ensure mutual understanding and the prompt resolution of issues arising
- Competently manage sensitive and complex situations should they arise
WHAT DO WE NEED FROM YOU?
- Able to remain calm and professional working under pressure in a fast-paced customer service environment
- Highly self-motivated, and able to work both independently or as part of a team, managing your own workloads and priorities
- Flexible in your approach to work
- An excellent communicator who quickly builds positive relationships with customers both via phone email
- Confident working in a team environment
- Able to maintain a high level of accuracy and attention to detail
- Able to use and adapt to new computer-based systems
- Educated to a National Qualification (NQF Level 2) or equivalent, which can be 5 GCSEs (including English and Maths) Grades C or above, or NVQ L2
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 09 May
