Customer Service Advisor (Complex Queries)

Anglian Water Business (National) Limited; Peterborough; Hybrid; GBP 10,000 - 40,000; Full time

Job summary

A leading national water company is seeking a Customer Service Advisor (Complex Queries) for a 12-month fixed term contract with hybrid working options. The ideal candidate will handle complex billing queries and provide high-quality support to customers. Experience in customer service is essential, and candidates are encouraged to apply with a CV and covering letter. Competitive salary starts from £26,493 with potential bonuses.

Benefits

Excellent pension scheme

Bonus potential

Perkbox membership

24 days holiday plus bank holidays

Healthcare cashback scheme

Qualifications

• Experience of working in a customer service environment.
• Effective listening and questioning skills.
• Computer literate, especially with Microsoft Office.

Responsibilities

• Deal with complex queries received by the SME team.
• Seek proactive solutions for customers and communicate effectively.
• Ensure a satisfactory outcome when handling customer complaints.

Skills

Customer service experience

Effective listening and questioning skills

Problem solving

Professional and courteous with positivity

Microsoft Office proficiency

Job description

Overview

Customer Service Advisor (Complex Queries), 37 hours per week, Fixed Term Contract for Maternity Cover - 12 months

Location: Hybrid working with Salvus House, Durham, or Pearl House, Peterborough as a base

Job Level: D

Salary: starting from £26,493 (pro-rata), with opportunities to increase salary within our Role Progression matrix, plus a discretionary bonus potential of up to 8% of annual salary

Reporting to: SME Complex Queries Team Leader

The current contact centre hours are 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 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. 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. Wave has a culture focused on employee wellbeing, continuous learning and development, and flexible working across two UK offices. We strive to attract and retain people who want to help customers and grow with the business.

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
• Annual conference and Christmas party
• 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

The Complex Queries team handles contact through Billing Queries, Complex Queries and Complaints. The role focuses on first contact by phone to capture customer requirements accurately. You will work collaboratively with the SME customer contact team and the wider business to deliver high-quality, efficient support for SME Customers. You will aim to exceed internal and external targets and support the wider teams with knowledge of internal and external processes in line with market and operational codes.

We have a great culture at Wave and pride ourselves on helping our people, help our customers and on personal development.

The role will suit someone with experience in the utilities industry and dealing with complex queries or complaints; training and support are provided. It is advantageous to have contact centre experience and a strong telephone manner with empathy and the ability to explain complex information clearly.

What will your typical day look like?

• Deal with complex queries received by the SME team
• Seek proactive solutions for customers and communicate effectively with internal and external customers
• Ensure a satisfactory outcome is reached when handling customer complaints and within required timescales
• Log and complete all customer contact queries within required timescales
• Support the credit control team with appropriate information regarding customers
• Maintain customer records on internal and external systems
• Handle sensitive data in a compliant manner and with regulatory awareness
• Liaise with internal and external stakeholders as required
• Other reasonable administrative tasks in line with business needs

What do we need from you?

Essential

• Experience of working in a customer service environment
• Effective listening and questioning skills
• Computer literate, especially with Microsoft Office
• Professional and courteous with positivity
• Problem solving
• Give and receive feedback
• Results driven – SLA’s and KPI’s
• Customer driven / can do attitude
• Team player
• Can use initiative and innovate

Desirable

• Work under pressure whilst achieving business targets
• Manage multiple workstreams and workloads
• Billing system experience / CRM
• Contact centre 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 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 contact [e-mail].

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 be able to consider applications without a covering letter.

Closing date: 4pm on 24 October