**Customer Experience Quality Advisor**

SME Customers Durham, Durham Compensation **21,155 - 26,443** Customer Experience Quality Advisor (37 hours per week, Permanent)

Location: Hybrid working with Priory House, Durham / Western House, Peterborough as a base

Salary 21,155 - 26,443 plus a discretionary bonus potential of up to 8% of annual salary

Job Level: D

Line Manager: Customer Experience Quality Lead

Wave is a leading national business water retailer helping over 300,000 customers across the UK to benefit from the non-household water market. Were dedicated to helping businesses lower water use, be more water efficient and reduce costs all which helped us earn Water Retailer of the Year 2021.

Were 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. Wave is built on its people and were looking for enthusiastic people to join our team and be part of our continued success.

Were looking for an enthusiastic Customer Experience Quality Advisor who will work alongside the Customer Experience Quality Lead to assess performance of Advisors from teams across the entire business.

The Customer Experience Quality Advisor will build and maintain relationships with our internal and external Stakeholders checking work across multiple channels. It is vital that our interaction with any Stakeholder or Advisor is carried out in a professional and courteous manner.

The successful candidate will be able to:

* Efficiently carry out auditing in a fast paced environment whilst remaining calm and professional

* Think on your feet, be a problem solver and able to think outside the box

* Manage a busy workload, be organised and able to function independently

* Provide guidance and support to all Stakeholders to facilitate consistent service whilst dealing with our customer in every area of the business

* Support the QA colleagues to ensure we complete all the work planned for each month

* Provide flexible support where required

You will have proven experience of working in a vibrant fast paced environment, specifically within a quality auditing environment and will be able to self-manage and prioritise your workload within the business/team requirements whilst building/maintaining effective working relationships.

You will be:

* Customer focused, with excellent written and verbal communication skills

* Professional and flexible, with a positive approach

* Resilient and able to remain calm under pressure

* Well organised and able to act on your own initiative

* Diplomatic and tactful

* Proactive and alert to opportunities for improvement

* Computer literate with strong Word and Excel knowledge

* Excellent literacy and numeracy skills

* Target driven and commercially aware

Experience in supervision, mentoring and coaching would be advantageous.

Come and join us

We welcome applicants who are looking to join a dynamic growing business that really cares about its people. We want people to join us who are passionate about providing excellent customer service and improving our service delivery. We offer a competitive salary a comprehensive benefits package and a range of family friendly policies which include:

* 24 days holiday, rising to 26 days (plus bank holidays)

* opportunities to purchase holiday

* a day off for your birthday, plus a half day for Christmas Eve and New Years Eve

* bonus potential

* excellent DC pension scheme with company matched contribution levels

* personal accident insurance

* healthcare scheme

* life assurance

* income protection scheme.

* Perkbox membership with its vast range of perks including high street savings, discounted cinema tickets, travel perks, online workout classes and employee recognition scheme.

* Cycle to work scheme

Please ensure you attach your CV and a covering letter clearly stating why you are suitable for this role. Applications without a covering letter will not be considered.

Closing date: 4pm on 18 March

Interviews are expected to be held week commencing 28 March

We will endeavour to respond to all candidates, however if you have not heard from us within 3 weeks of the closing date then please deem your application on this occasion to be unsuccessful.

Internal Applicants:

If you are applying for this position, please make your current Line Manager aware.

Candidates should be aware that the current business terms and conditions for the role will apply.

If you joined the business less than three months ago, we will be unable to consider your application.

Location Durham, Durham Compensation 21,155 - 26,443