At a Glance
- Tasks: Support complex queries and enhance customer satisfaction in a dynamic team.
- Company: Wave, a leading national business water retailer with a focus on sustainability.
- Benefits: Competitive salary, hybrid working, generous holiday, and wellness perks.
- Other info: Inclusive workplace with a strong focus on employee wellbeing and development.
- Why this job: Join a vibrant team making a positive impact on the environment and society.
- Qualifications: Organised, proactive, and experienced in customer service and business environments.
The predicted salary is between 26634 - 26634 £ per year.
Location: Hybrid working with Salvus House, Durham as a base
Salary from £26,634, plus a discretionary bonus potential of up to 8% of annual salary
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 proudly earn the Water Retailer of the Year award in 2021, reclaim the title in 2023, and 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?
- 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
- 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
- Hybrid/Flexible working
- Healthcare cashback and treatment scheme
- Cycle to work scheme
- 24/7 Employee Assistance Programme
- Free flu shots
- Enhanced maternity and paternity pay
- Enhanced shared parental and adoption leave
THE ROLE IN A NUTSHELL
We are looking for a Business Support Coordinator to support the resolution of complex and routine queries raised via dedicated mailboxes, telephone contact, Account Managers and web contact. This role will work across the entire Industrial and Commercial team managing queries from across Key Accounts, Industrial, Commercial and Public Sector customers supporting customer responsiveness, driving customer satisfaction and ultimately retention. There will be a key focus on supporting the management of complaints across I & C. This role will also be key in the successful management and processing of our SWIM Pool requests from across the directorate. The role will suit you if you are accustomed to working a number of high volume workstreams.
WHAT WILL YOUR TYPICAL DAY LOOK LIKE?
- Providing close support to I&C Account Managers and customers by supplying accurate and timely account data
- Managing complex billing changes where these changes are not supported by billing operations, for example ‘move in and move outs’, meter read corrections, bill postal address amendments, account name corrections.
- Raising queries on behalf of the customer into the various systems operated by Wave
- Providing end to end reporting and resolution using our internal record management system
- Raising, reviewing and processing SWIM Pool documents.
- Complaint management
- Raising service orders for Account Managers
- Data improvement and cleansing associated with customer queries.
- Proactively contacting I&C customers as required to support the I&C Management function.
- Building lasting and trusting relationships with both internal and external customers.
WHAT DO WE NEED FROM YOU?
- You will be organised and flexible, contributing to the success of the wider team and business
- Fully computer literate, with the ability to learn new systems
- A proactive individual, able to resolve queries at first point of contact, in line with specific contractual requirements where applicable
- Knowledge of working within a business-to-business environment
- Experience of working within a fast-paced customer service environment
- Experience of a variety of communication channels
- Accustomed to working within SLA’s and working towards KPI’s
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.
Closing date: 4pm on 22 June 2026
Interviews are planned for Monday 29 and Tuesday 30 June 2026
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 Recruitment@wave-utilities.co.uk.
Business Support Co-ordinator in Durham employer: Wave Utilities
Wave is an exceptional employer that prioritises employee wellbeing and work-life balance, offering a hybrid working model from our base in Durham. With a strong focus on continuous learning and development, we provide generous benefits including an excellent pension scheme, flexible holiday options, and a supportive work culture that values diversity and inclusivity. Joining our team means being part of a dynamic organisation dedicated to making a positive impact on the environment and society while enjoying a rewarding career.
StudySmarter Expert Advice🤫
We think this is how you could land Business Support Co-ordinator in Durham
✨Tip Number 1
Get to know the company! Before your interview, do a bit of research on Wave. Understand their values, recent achievements, and what makes them tick. This will help you tailor your answers and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice makes perfect! Run through common interview questions with a friend or in front of the mirror. Focus on how your skills align with the role of Business Support Co-ordinator. The more comfortable you are, the better you'll come across during the actual interview.
✨Tip Number 3
Show off your soft skills! In a customer-focused role like this, communication and relationship-building are key. Be ready to share examples of how you've successfully managed customer queries or complaints in the past. This will demonstrate your fit for the role.
✨Tip Number 4
Don’t forget to ask questions! At the end of your interview, have a couple of thoughtful questions prepared. This shows you're engaged and keen to learn more about the team and the company culture. Plus, it’s a great way to see if Wave is the right fit for you!
We think you need these skills to ace Business Support Co-ordinator in Durham
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your application to highlight how your skills and experiences align with the role of Business Support Co-ordinator. We want to see how you can contribute to our mission at Wave!
Showcase Your Customer Service Skills:Since this role is all about supporting customers, don’t forget to include examples of your experience in customer service. We love seeing how you’ve made a positive impact in previous roles!
Be Clear and Concise:Keep your application straightforward and to the point. We appreciate clarity, so make sure your writing is easy to read and gets straight to the heart of what you want to convey.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it’s super easy!
How to prepare for a job interview at Wave Utilities
✨Know the Company Inside Out
Before your interview, take some time to research Wave and its mission. Understand their commitment to sustainability and customer service, as this will help you align your answers with their values and show that you're genuinely interested in being part of their team.
✨Prepare for Customer-Focused Questions
Given the role's emphasis on customer satisfaction, be ready to discuss your experience in managing customer queries and complaints. Think of specific examples where you've successfully resolved issues or improved customer relationships, as this will demonstrate your capability in a fast-paced environment.
✨Showcase Your Organisational Skills
As a Business Support Coordinator, you'll need to juggle multiple tasks. Prepare to talk about how you prioritise your workload and manage high volumes of work. Sharing a story about a time you effectively organised a complex project can really highlight your skills.
✨Ask Thoughtful Questions
At the end of the interview, don’t forget to ask questions! Inquire about the team dynamics, the hybrid working model, or how they support employee wellbeing. This shows that you’re not just interested in the job, but also in how you can thrive within their culture.
