Customer Service Advisor (37 hours per week, permanent)

Location: Contractual base inSalvus House, Durham with hybrid working opportunities

Salary: starting at £26,634, 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

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 all which helped us proudly earn the Water Retailer of the Year award in 2021,reclaim the title in 2023.Most recently, we celebrated 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?

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
4x 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’re looking for customer experience superheroes, who can listen, own and action the queries of our customers. We’re looking for those who really get a buzz from delighting our customers, want to build lasting relationships with our customers, identify other ways to help and support them through our range of services and signposting to other places as needed. We look to get it right first time as much as possible and ensure we’ve left the customer feeling like each of them is as important as the next. Most of our customers contact us by phone, so it’s essential that you enjoy speaking to customers, diagnosing the issue and working to resolve the issue efficiency. You’ll work truly as one team across Wave ensuring you’re connecting with different departments and teams to make sure our customers remain at the heart of all we do.

WHAT WILL YOUR TYPICAL DAY LOOK LIKE?

Our team works across our customers’ channels of choice including phone, email, digital channels and chat
You’ll be handling a range of queries across any of our channels predominantly phone
You’ll be comfortable to make outbound contact with Wave customers to ensure we erase the need for the customer to contact us back wherever possible
You’ll explore the needs of customers through chatting and asking questions to ensure you’ve listened and understood what they need before guiding them to the best services and support
We’ll ask you to check our customer data so that we have the most accurate and relevant information possible
We’ll look for you to respond to communications in a lively, clear and straightforward manner

WHAT DO WE NEED FROM YOU?

We're looking for a motivated and customer-focused individual who is passionate about delivering excellent service. To be successful in this role, you'll bring:

Experience working in a customer service environment.
Excellent communication skills, with the ability to listen, understand customer needs and build positive relationships.
Confidence and enthusiasm when speaking with customers over the phone.
Strong IT skills and the ability to quickly learn and adapt to new systems and processes.
A proactive approach to problem-solving, taking ownership and finding customer-focused solutions.
Empathy, resilience and the ability to remain calm and professional in a fast-paced environment.

Please refer to the essential criteria in the job description as this is what you will be shortlisted against.

For external candidates you can access thejob description here.

For internal candidates you can access thejob description here.

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 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 contactingRecruitment@wave-utilities.co.uk.

Please ensure you attach yourCV and a coveringletter 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 13 August 2026

Interviews are planned for w/c 17 August 2026

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