Customer Service Advisor (Hybrid Working) Peterborough, England
Job description
Customer Service Advisor (Hybrid Working, 37 hours per week, Permanent)
Location: Hybrid working with Western House, Peterborough
Salary: £22,213 - £27,766 plus a discretionary bonus potential of up to 8% of annual salary
Job Level: D
Reporting to: SME Customer Team Leader
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.
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 lively customer team and be part of our continued success.
We are looking for a customer service superstar to join our SME Customer team, as a Customer Service Advisor. You will be joining a dedicated team with shared visions of exceptional customer service. Our customers are important to us and our team is dedicated to providing a high level of service, developing and maintaining effective relationships with our small to medium sized business customers.
As a Customer Service Advisor, you will play an essential part in ensuring our customers receive the best possible experience whilst maintaining and even enhancing our reputation for first class customer service, fairness and transparency. You will respond to all incoming contact from customers through a variety of channels, predominately calls, with emails and web chat as required. You will also make outbound contact with customers to resolve enquiries, ensuring customer data is securely maintained and updated.
You will have experience in working to targets and providing excellent customer service, ideally within a contact centre environment. If you are flexible in your approach and enjoy delighting customers with solutions, we would love to hear more from you.
In your application, you should demonstrate that you are:
- Customer focused and results driven
- Computer literate and adaptable to learn new systems
- A strong communicator across multiple channels whilst maintaining a professional approach
- Able to go above and beyond in challenging circumstances Able to remain calm when working under pressure
- Self-motivated and well organised
- Able to demonstrate initiative and innovation
- An exceptional team player with a ‘can do’ attitude
- Able to competently and confidently resolve all customer issues with an aim of first time resolution
- Able to quickly build strong rapport to fully understand the needs of the customer
Wave is committed to making a positive difference to the environment and society in which it operates. If you are passionate about providing excellent service and are excited to join a dynamic growing business which cares about its people, we would love to hear from you.
We offer a competitive salary and extensive benefits package which includes:
- 24 days holiday, rising to 26 days (plus bank holidays) we’ll also give you a day off for your birthday and a half day for both Christmas Eve and New Year’s Eve
- Opportunities to purchase holiday
- Flexible working
- 1 day of paid volunteering leave per year
- Bonus potential
- Excellent DC pension scheme. We will double match your contribution, up to a maximum of 5% employee contribution and 10% from Wave
- Healthcare scheme
- Personal accident insurance
- Life assurance
- Income protection scheme
- Cycle to work scheme
- 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
Wave is an inclusive employer and will take into consideration any adjustments required to support you. 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 31 March
Recruitment agencies: whilst we appreciate your support, we are not looking to utilise your services at this time, many thanks.
