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- Tasks: Be a customer experience superhero, resolving queries and building lasting relationships.
- Company: Join Wave, a leading national business water retailer focused on sustainability.
- Benefits: Enjoy a competitive salary, flexible working, and a range of perks including bonuses and healthcare.
- Why this job: Make a positive impact while developing your skills in a supportive environment.
- Qualifications: Customer service experience and strong communication skills are essential.
- Other info: Wave values diversity and offers adjustments for individual needs during recruitment.
The predicted salary is between 25733 - 30000 £ per year.
Overview
Customer Service Advisor (37 hours per week, Permanent)
Location: Contractual base in Salvus House, Durham with hybrid working opportunities
Salary: starting at £25,733, 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
Our customer lines are currently open between the hours of 9am-5pm, Monday-Friday. We want our people to have a great work-life balance and support flexible working in terms of a hybrid model. Please discuss this further with the hiring manager during your interview.
About Wave
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. 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. Our culture focuses on employee wellbeing and development. Joining us means you’d be part of a team of over 300 people working flexibly across two UK based offices, with a real focus on supporting ongoing learning and development.
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
- 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
- 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 you and your family
The role in a nutshell
We’re looking for customer experience superheroes, who can listen, own and action the queries of our customers. We want people who delight customers, build lasting relationships, identify other ways to help, and signpost to additional services as needed. We aim to get it right first time and ensure every customer feels important. Most of our customers contact us by phone, so it’s essential you enjoy speaking to customers, diagnosing issues and resolving them efficiently. You’ll work as one team across Wave, connecting with different departments to keep customers at the heart of all we do.
What will your typical day look like?
- Our team works across channels including phone, email, digital channels and chat
- You’ll handle a range of queries across channels, predominantly by phone
- You’ll be comfortable making outbound contact with Wave customers to reduce the need for customers to contact us again
- You’ll explore customer needs through chatting and asking questions to understand what they need and guide them to the best services
- You’ll check customer data to ensure information is accurate and relevant
- You’ll respond to communications in a lively, clear and straightforward manner
What do we need from you?
Essential
- A customer experience-focused mindset with the customer at the centre
- Experience of working in a customer service environment
- Enjoys speaking to customers on the phone
- Computer literate and adaptable to learn new systems
- Strong communicator who can listen and understand customers
- Accountability and the ability to find customer-focused solutions
- Empathy with the ability to remain calm under pressure
- Self-motivated and well organized
- Initiative and innovation
- Ability to work independently and as part of a team
Desirable
- Contact centre experience
- Handling multiple queries at one time
- Billing & CRM systems
- Utilities 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 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 consider adjustments or individual requirements at any stage of recruitment. If you require additional support related to menopause, neurodiversity, or any other reason, please let us know by contacting Recruitment@wave-utilities.co.uk. Please ensure you attach your CV and a covering letter so we can learn 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 13th February 2026
Interviews are planned for week commencing 16th February 2026
SME Customer Service Advisor in North East employer: Wave
Contact Detail:
Wave 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, do a bit of research on Wave. Understand their mission and values, especially their focus on customer experience and environmental impact. This will help you tailor your answers and show that you're genuinely interested.
✨Tip Number 2
Practice makes perfect! Role-play common customer service scenarios with a friend or family member. This will help you feel more confident when discussing how you handle customer queries and demonstrate your problem-solving skills during the interview.
✨Tip Number 3
Show off your communication skills! During the interview, be clear and engaging in your responses. Remember, they want someone who can connect with customers, so let your personality shine through while keeping it professional.
✨Tip Number 4
Don’t forget to ask questions! Prepare a few thoughtful questions about the role and the team dynamics at Wave. This shows your enthusiasm and helps you gauge if it's the right fit for you. Plus, it’s a great way to make a lasting impression!
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 is tailored to the role of SME Customer Service Advisor. Highlight your customer service experience and any relevant skills that match the job description. We want to see how you can bring value to our team!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're passionate about customer service and how your experience aligns with our mission at Wave. Remember, we want to know what makes you tick!
Showcase Your Communication Skills: Since this role involves a lot of customer interaction, make sure your written application reflects your strong communication skills. Keep it clear, concise, and engaging – just like how you'd speak to a customer!
Apply Through Our Website: We encourage you to apply through our website for a smoother process. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates from our team!
How to prepare for a job interview at Wave
✨Know the Company Inside Out
Before your interview, take some time to research Wave and its mission. Understand their focus on customer service and how they aim to make a positive difference in the environment. This will help you align your answers with their values and show that you're genuinely interested in being part of their team.
✨Showcase Your Customer Service Skills
Prepare specific examples from your past experiences where you've excelled in customer service. Think about times when you resolved issues or went above and beyond for a customer. This will demonstrate your customer-focused mindset and ability to handle queries effectively.
✨Practice Active Listening
During the interview, practice active listening. Make sure to listen carefully to the questions asked and respond thoughtfully. This not only shows your communication skills but also reflects your ability to understand and empathise with customers, which is crucial for the role.
✨Ask Insightful Questions
At the end of the interview, don’t forget to ask questions! Inquire about the team dynamics, training opportunities, or how success is measured in the role. This shows your enthusiasm for the position and helps you gauge if it's the right fit for you.
