Overview
Wave Peterborough, England, United Kingdom
Join to apply for the Customer Experience Quality Advisor role at Wave
Location: Salvus House, Durham / Pearl House, Peterborough with hybrid working opportunities
Contract: 37 hours per week, 12 month fixed-term
Salary: Starting from £25,733 (pro rata) plus a discretionary bonus potential of up to 8% of annual salary
Working Hours: Ideally 09:00 – 17:00 Monday to Friday, however flexibility can be discussed at interview
Job Level: D
Reporting to: Customer Experience Quality Manager
We support flexible working and a hybrid model where possible; 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 while making a positive difference to the environment and society.
The culture at Wave prioritises employee wellbeing and development. We are a team of over 300 people working flexibly across two UK offices, with a focus on continuous learning and a supportive environment. We offer a range of benefits and rewards for our people.
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 savings on high street brands, cinema tickets, travel and fitness
* Income protection, personal accident insurance, and 4x salary life assurance
* Free onsite parking
The role in a nutshell
The Quality team conducts evaluations in a fast-paced environment, providing constructive feedback to customer-facing teams to ensure high-quality service delivery across multiple channels. We are looking for a proactive individual who is passionate about the customer experience, embraces learning, and has great attention to detail. This Customer Experience Quality Advisor role requires a blend of analytical skills, effective communication, and a proactive mindset to ensure the highest quality standards and exceptional customer service.
What will your typical day look like?
The role is varied and includes:
* Conducting daily quality evaluations while remaining focused, calm, and professional
* Providing feedback and guidance to advisers and their managers
* Thinking on your feet, being solutions-driven, and finding smarter ways of working
* Managing a busy workload independently and as part of a team
* Fostering relationships and providing guidance to stakeholders
* Running first responder meetings to share best practices and enhance team performance
* Supporting colleagues to complete monthly work plans
* Providing flexible support such as upskilling and coaching sessions
* Running Surgery Sessions and Welcome to Wave new starter days
* Assisting with quality form calibrations for consistent assessments
* Staying up to date with business processes and ensuring adherence within the quality remit
* Upholding data and security measures within the quality function and the wider business
What do we need from you?
* Experience in a Quality role, actively conducting assessments
* Professional with a flexible, positive approach to work and change
* Organised, detail-driven, and good time management skills
* Confident, diplomatic, and strong communicator with excellent written and verbal skills
* Resilient under pressure with strong literacy and numeracy skills
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 Recruitment at 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 10th September 2025. Interviews are planned for week commencing 22nd September 2025. Wave processes your data in line with data protection laws. You can find out more by accessing our Recruitment Privacy Notice.
Note: This listing may reflect current opportunities and should be considered in the context of a dynamic recruitment process.
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