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 support for diverse backgrounds and needs.
- Why this job: Join a forward-thinking company making a positive impact on the environment.
- Qualifications: Organised, proactive, and experienced in customer service and business environments.
The predicted salary is between 26634 - 26634 £ per year.
Position: Business Support Co‑ordinator
Hours: 37 hours per week, Permanent
Location: Hybrid working with Salvus House, Durham as a base
Salary: From £26,634, plus discretionary bonus potential up to 8% of annual salary
Job Level: D
Reporting to: Business Support Coordinator 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 the Water Retailer of the Year award in 2021, reclaim the title in 2023 and 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.
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
- 4× 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
- 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
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, and on the successful management and processing of our SWIM Pool requests from across the directorate.
Typical Day
- 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, e.g., 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 We Need From You
- Organised and flexible, contributing to the success of the wider team and business
- Fully computer literate, with the ability to learn new systems
- Proactive, 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
Equal Opportunity
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.
Business Support Co-ordinator employer: Wave
Wave is an exceptional employer that prioritises work-life balance and flexible working arrangements, making it an ideal place for a Business Support Co-ordinator. With a strong commitment to employee wellbeing, we offer an excellent benefits package including a generous pension scheme, bonus potential, and a variety of perks through Perkbox. Our inclusive work culture fosters personal and professional growth, ensuring that every team member can thrive while contributing to our mission of delivering outstanding customer service and sustainability.
StudySmarter Expert Advice🤫
We think this is how you could land Business Support Co-ordinator
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Wave. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Wave before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Business Support Co-ordinator
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Wave:Your cover letter is your chance to shine! Tell us why you want to work at Wave specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Wave!
How to prepare for a job interview at Wave
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
