Business Support Co-ordinator

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    "departmentLabel": "I&C Customers",
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    "description": "<p><span style=\"font-weight: bold\">Business Support Co-ordinator (37 hours per week, Permanent) </span></p>\n<p><br></p>\n<p><span style=\"font-weight: bold\">Location: </span><span style=\"font-weight: bold\">Hybrid working with Salvus House, Durham as a base</span><br></p>\n<p><span style=\"font-weight: bold\">Salary from £26,634, plus a discretionary bonus potential of up to 8% of annual salary</span></p>\n<p><span style=\"font-weight: bold\">Job Level: D</span></p>\n<p><span style=\"font-weight: bold\">Reporting to: Business Support Coordinator Team Leader</span></p>\n<p><br></p>\n<p><span style=\"font-weight: bold\">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.</span></p>\n<p><br><br></p>\n<p><span style=\"font-weight: bold\">ABOUT US</span></p>\n<p>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<span style=\"font-weight: bold\"> Water Retailer of the Year award in 2021, </span>reclaim the title in<span style=\"font-weight: bold\"> 2023. </span>Most recently, we celebrated the win again in<span style=\"font-weight: bold\"> 2025, </span>where the judges highlighted our commitment to social value and sustainability as well as our market-leading customer service<span style=\"font-weight: bold\">. </span>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.</p>\n<p><br></p>\n<p>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.</p>\n<p> </p>\n<p><span style=\"font-weight: bold\">WHAT’S IN IT FOR YOU?</span></p>\n<p><span style=\"font-weight: bold\">Wealth</span></p>\n<ul>\n<li>Excellent pension scheme - we will double match your contribution, up to a maximum of 5% employee contribution and 10% from Wave</li>\n<li>Bonus potential</li>\n<li>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</li>\n<li>Income protection scheme</li>\n<li>Personal accident insurance</li>\n<li>4x salary life assurance</li>\n<li>Free onsite parking</li>\n</ul>\n<p><span style=\"font-weight: bold\">Time off</span></p>\n<ul>\n<li>24 days holiday rising to 26 (plus bank holidays)</li>\n<li>A day off for your birthday</li>\n<li>Half a day on Christmas Eve and New Year’s Eve</li>\n<li>The option to buy holidays</li>\n<li>1 day paid volunteering</li>\n</ul>\n<p><span style=\"font-weight: bold\">Wellbeing</span></p>\n<ul>\n<li>Hybrid/Flexible working</li>\n<li>Healthcare cashback and treatment scheme</li>\n<li>Cycle to work scheme</li>\n<li>24/7 Employee Assistance Programme</li>\n<li>Free flu shots</li>\n</ul>\n<p><span style=\"font-weight: bold\">Family Friendly</span></p>\n<ul>\n<li>Enhanced maternity and paternity pay</li>\n<li>Enhanced shared parental and adoption leave</li>\n<li>We care about you as an employee and have a range of resources available to both you and your family</li>\n</ul>\n<p> </p>\n<p><span style=\"font-weight: bold\">THE ROLE IN A NUTSHELL</span></p>\n<p>We are looking for a Business Support Coordinator to support the resolution of complex and routine queries raised via dedicated mailboxes, telephone contact, Account Managers and web contact.  This role will work across the entire Industrial and Commercial team managing queries from across Key Accounts, Industrial, Commercial and Public Sector customers supporting customer responsiveness, driving customer satisfaction and ultimately retention. There will be a key focus on supporting the management of complaints across I &amp; C.  This role will also be key in the successful management and processing of our SWIM Pool requests from across the directorate</p>\n<p> </p>\n<p>The role will suit you if you are accustomed to working a number of high volume workstreams.</p>\n<p><br></p>\n<p><span style=\"font-weight: bold\">WHAT WILL YOUR TYPICAL DAY LOOK LIKE?</span></p>\n<ul>\n<li>Providing close support to I&amp;C Account Managers and customers by supplying accurate and timely account data</li>\n<li>Managing complex billing changes where these changes are not supported by billing operations, for example ‘move in and move outs’, meter read corrections, bill postal address amendments, account name corrections.</li>\n<li>Raising queries on behalf of the customer into the various systems operated by Wave</li>\n<li>Providing end to end reporting and resolution using our internal record management system</li>\n<li>Raising, reviewing and processing SWIM Pool documents.</li>\n<li>Complaint management</li>\n<li>Raising service orders for Account Managers</li>\n<li>Data improvement and cleansing associated with customer queries.</li>\n<li>Proactively contacting I&amp;C customers as required to support the I&amp;C Management function.</li>\n<li>Building lasting and trusting relationships with both internal and external customers.</li>\n</ul>\n<p> </p>\n<p><span style=\"font-weight: bold\">WHAT DO WE NEED FROM YOU?</span></p>\n<ul>\n<li>You will be organised and flexible, contributing to the success of the wider team and business</li>\n<li>Fully computer literate, with the ability to learn new systems</li>\n<li>A proactive individual, able to resolve queries at first point of contact, in line with specific contractual requirements where applicable</li>\n<li>Knowledge of working within a business-to-business environment</li>\n<li>Experience of working within a fast-paced customer service environment</li>\n<li>Experience of a variety of communication channels</li>\n<li>Accustomed to working within SLA’s and working towards KPI’s</li>\n<li>\n</li></ul>\n<p><span style=\"font-weight: bold\">Please refer to the essential criteria in the </span><a href=\"https://eur02.safelinks.protection.outlook.com/?url=https%3A%2F%2Fwww.wave-utilities.co.uk%2Fsystem%2Ffiles%2Faccount_files%2FJD%2520-%2520Business%2520Support%2520Coordinator%2520-June%25202026.pdf&amp;data=05%7C02%7CHR%40wave-utilities.co.uk%7Ce0f95ea5815e48cbab6808dec56bd098%7C56df4290d2414a60bd58e3af9ea013ad%7C0%7C0%7C639165264040168683%7CUnknown%7CTWFpbGZsb3d8eyJFbXB0eU1hcGkiOnRydWUsIlYiOiIwLjAuMDAwMCIsIlAiOiJXaW4zMiIsIkFOIjoiTWFpbCIsIldUIjoyfQ%3D%3D%7C0%7C%7C%7C&amp;sdata=KuZGjRJu6nBRakDnkrZmANC5eCP4Yp3XXsmAhr46MLQ%3D&amp;reserved=0\" target=\"_blank\" rel=\"noopener noreferrer\"><span style=\"font-weight: bold\">job description</span></a><span style=\"font-weight: bold\"> as this is what you will be shortlisted against.</span></p>\n<p><br></p>\n<p>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.</p>\n<p> </p>\n<p><span style=\"font-weight: bold\">To apply for this position, 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. Please email your application to </span><a href=\"mailto:[email protected]\" target=\"_blank\" rel=\"noopener noreferrer\"><span style=\"font-weight: bold\">[email protected]</span></a><span style=\"font-weight: bold\"> by the closing date confirmed below.</span></p>\n<p><br></p>\n<p><span style=\"font-weight: bold\">Closing date: 4pm on 22 June 2026</span></p>\n<p><span style=\"font-weight: bold\">Interviews are planned for Monday 29 and Tuesday 30 June 2026</span></p>\n<p><br></p>\n<p>BE YOURSELF – OUR DIFFERENCES MAKE US STRONGER</p>\n<p><br></p>\n<p><em>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 </em><a href=\"mailto:[email protected]\" target=\"_blank\" rel=\"noopener noreferrer\"><em>[email protected]</em></a><em>.</em><br><br></p>",
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