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For Companies At a Glance
- Tasks: Delight customers by resolving queries and building lasting relationships.
- Company: Join Wave, a leading national business water retailer with a focus on sustainability.
- Benefits: Enjoy competitive salary, hybrid working, and a range of perks including discounts and healthcare.
- Why this job: Be part of a dynamic team making a positive impact on the environment and society.
- Qualifications: Customer service experience and a passion for helping others are essential.
- Other info: Wave values diversity and offers a supportive workplace for all.
The predicted salary is between 25733 - 28773 ÂŁ per year.
Customer Service Advisor (37 hours per week, Permanent)
Location: Contractual base in Salvus House Durham with hybrid working opportunities
Salary: starting at ÂŁ25,733 with opportunities to increase salary within our Role Progression matrix plus a discretionary bonus potential of up to 8% of annual salary
Job Level: D
Reporting to: SME Customer Team Leader
Working hours: 9am‑5pm, Monday‑Friday
We support a great work‑life balance and flexible working in a hybrid model. 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 are dedicated to helping businesses lower water use, be more water efficient and reduce costs, earning the Water Retailer of the Year award in 2021, 2023 and 2025 for our commitment to social value, sustainability and 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 unique. We are committed to a happy, healthy workplace that supports continuous learning and development, where people can flourish. Our team has over 300 employees working flexibly across two UK offices. We focus on employee well‑being and offer a range of benefits.
What’s In It For You
- Excellent pension scheme – we double match your contribution up to 5% employee contribution and 10% from Wave
- Bonus potential
- Perkbox membership with a vast range of perks – high‑street savings, discounted cinema tickets, travel and holiday discounts, and online fitness classes
- Income protection scheme
- Personal accident insurance 4Ă— 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 Years Eve
- The option to buy holidays
- 1 day paid volunteering
- 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
- Enhanced maternity and paternity pay
- Enhanced shared parental and adoption leave
- Resources available to both you and your family
The Role In A Nutshell
We’re looking for customer experience superheroes who can listen, understand and act on customer queries. You’ll delight customers, build lasting relationships, identify additional ways to help and support them, and signpost to other services when needed. We aim to get it right the first time and ensure every customer feels valued. Most of our customers contact us by phone, so you should enjoy speaking to customers, diagnosing issues and resolving them efficiently. You’ll work as part of one team across Wave, connecting with different departments to keep the customer at the heart of all we do.
What Will Your Typical Day Look Like
- Work across our customers’ channels of choice – phone, email, digital channels and chat
- Handle a range of queries across any of our channels, predominantly phone
- Make outbound contact with customers to reduce the need for them to call back
- Explore customers’ needs through conversation, asking questions to ensure you understand before guiding them to the best services and support
- Check customer data to ensure the most accurate and relevant information
- Respond to communications in a lively, clear and straightforward manner
What Do We Need From You
Essential
- A customer‑experience focus with a passion for putting the customer first
- Experience in a customer‑service environment
- Enjoys speaking to customers on the phone
- Computer literate and adaptable to learn new systems
- Enthusiastic, strong communicator who can listen and understand customers
- Accountable and able to find customer‑focused solutions
- Empathy and the ability to remain calm under pressure
- Self‑motivated and well‑organised
- Demonstrates initiative and innovation
- Can work independently but is also a true team player, keen to see the team succeed together
- Can handle multiple queries at one time
Desirable
- Contact centre experience
- Billing & CRM system experience
- Utilities industry experience
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 that 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 encourages applications from all backgrounds. We will consider any adjustments or individual requirements at any stage of your recruitment journey. If you require additional support related to menopause, neurodiversity or any other reason please let us know. 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 consider applications without a covering letter.
Closing date: 4pm on 13th February 2026
Interviews are planned for the week commencing 16th February 2026
SME Customer Service Advisor in North East employer: Wave Utilities
Contact Detail:
Wave Utilities Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land SME Customer Service Advisor in North East
✨Tip Number 1
Get to know the company before your interview! Research Wave's values and recent achievements, like their awards for customer service. This will help you connect your experience to what they care about.
✨Tip Number 2
Practice your phone skills! Since most customers contact Wave by phone, make sure you're comfortable speaking clearly and confidently. Role-play with a friend to get the hang of handling queries smoothly.
✨Tip Number 3
Show off your empathy! During the interview, share examples of how you've helped customers in the past. Highlight your ability to stay calm under pressure and find solutions that make customers feel valued.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're serious about joining the Wave team and ready to dive into the customer service world.
We think you need these skills to ace SME Customer Service Advisor in North East
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your customer service experience and skills that match the job description. We want to see how you can bring value to our team, so don’t be shy about showcasing your achievements!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to tell us why you're passionate about customer service and how you can contribute to Wave's mission. Remember, we love a personal touch, so let your personality come through.
Showcase Your Communication Skills: Since this role involves a lot of customer interaction, make sure your application reflects your strong communication skills. Whether it's in your CV or cover letter, clarity and enthusiasm are key!
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 customer service and sustainability. This will not only help you answer questions more effectively but also show your genuine interest in the company.
✨Showcase Your Customer Service Skills
Prepare specific examples from your past experiences where you successfully resolved customer issues or went above and beyond for a client. Highlight your ability to listen, empathise, and provide solutions, as these are key traits they’re looking for.
✨Practice Common Interview Questions
Anticipate questions related to customer service scenarios, such as how you would handle an irate customer or manage multiple queries at once. Practising your responses can help you feel more confident and articulate during the actual interview.
✨Ask Thoughtful Questions
At the end of the interview, be ready to ask insightful questions about the role, team dynamics, or company culture. This shows that you’re engaged and serious about the position, plus it gives you a chance to assess if Wave is the right fit for you.
