Job Description

Customer Experience Quality Advisor (Part-time, 12-month Fixed-Term Contract)

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

Salary: Starting from 25,733 (pro rata), plus a discretionary bonus potential of up to 8% of annual salary

Working Hours: Part time: 25 hours per week - Monday to Friday, Fixed Term Contract

Job Level: D

Reporting to: Customer Experience Quality Manager

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 celebrate 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 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

Wave's award-winning Customer Experience Quality team are responsible for ensuring every customer interaction meets the highest standards of excellence. We believe that delivering exceptional quality across all touchpoints not only enhances the customer journey but also drives Wave's overall success. The Quality Team is made up of specialists who focus on evaluations, feedback, calibration, coaching and continuous improvement.





We are looking for a Customer Experience Quality Advisor to support our core Quality Team and help us maintain and elevate our service standards.



The Quality Advisor will provide accurate evaluations, constructive feedback, and proactive support to customer-facing teams, ensuring compliance with best practice and data security measures. Acting as a trusted partner, you'll play a key role in fostering relationships, leading calibration sessions, and driving initiatives that improve the customer experience.

WHAT WILL YOUR TYPICAL DAY LOOK LIKE?

Evaluating all forms of communication, including voice, letter, email, live chat, and social media across Wave. Ensuring all assessments are completed in accordance with the required correct procedures and timescales. Updating and maintaining the Quality Resource Plan to a high standard. Identifying training needs to achieve agreed quality standards across the business. Sharing best practices and seeking out better ways of working.

WHAT DO WE NEED FROM YOU?

Experience within a customer experience quality or evaluation role. Excellent communication and interpersonal skills Exceptional organisational skills with a flexible approach Good time management, adaptability and resilience Accuracy and attention to detail

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 do let us know by contacting

Recruitment@wave-utilities.co.uk

.





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 4th December 2025

Interviews are planned for week commencing 8th December 2025

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