We are looking for a Complaints Handler to work in our Complaints Team.

The successful applicant should be able to work to a fast pace and fixed deadlines, liaise with customers, wholesalers, staff, colleagues, and the regulator and must demonstrate excellent written and problem-solving skills, along with strong communication and organisational abilities.

Castle Water is one of the fastest growing and most successful companies in the utilities sector. We have exciting opportunities available for enthusiastic and customer-centric individuals seeking a new career in the water market.

Castle Water aims to deliver the best customer service in the sector. Creating positive interactions in the workplace and between our employees and our customers will help ensure our company continues to draw new and retain existing customers.

Castle Water has a track record of providing excellent customer service, and of developing innovative approaches to utility supply. We have more 5* reviews on Trustpilot than all other water retailers combined. We pride ourselves on being transparent and treating customers fairly.

Our head office is based in Blairgowrie, Perthshire, within easy commuting distance of both Perth and Dundee. We are embedded in the local community and participate in many local events and activities.

The Complaints Team is a fast-paced, hardworking, lively environment which will equip you with skills that could take you anywhere across our business. You can expect to be part of a collegial and supportive team, with a strong emphasis on knowledge-sharing, continuous learning, mutual respect, and personal development. We will ask a lot of you, and in return, opportunities for advancement in our company are available for those who put in the effort. We value our people and love to watch them develop and advance in their careers with us.

When we offer you a post, we will help and support you in your work, but be prepared to learn through doing as much as undergoing formal training. This is a post for someone with confidence and initiative as well as the maturity required to take responsibility and make decisions and be confident of your own abilities and potential.

Key Responsibilities

  • Recording complaints on internal database ensuring information is correct and up to date.
  • Investigate and resolve complaints, responding to customers in line with company procedures and regulatory requirements.
  • Recommend remedial action by identifying root causes, trends and impacts of complaints.
  • Deliver fair and consistent outcomes for customers.
  • Manage workload effectively ensuring all cases are completed within set timescales.
  • Acquire and share knowledge and skills as part of your daily tasks.

Key Skills & Experience:

  • Previous experience working within an office environment, with a good understanding of Microsoft Office.
  • Experience in handling complaints is desirable, further training will be given.
  • Be comfortable working with numbers and calculations.
  • Ability to communicate confidently and clearly when explaining complex issues.
  • To be approachable and knowledgeable when communicating with colleagues and customers.
  • Develop an understanding of the legal and the regulatory framework in the water sector, with strong analytical skills and the ability to understand complex issues.
  • Attention to detail, with the capability to draft and prepare written documentation.
  • Exceptional organisational skills with the ability to prioritise workload.
  • Flourish in a high pressure, challenging and fast paced environment.
  • Work independently, but also demonstrate excellent team working skills.

NO AGENCIES PLEASE

How to apply

If you have the drive, experience and skills to support our continued success, send your CV together with a covering letter to careers@castlewater.co.uk. We look forward to hearing from you.

Innovation and knowledge sharing are part of our everyday experience. We invest the training and support you need to succeed and deliver the excellent service our customers expect. We offer an attractive base salary, pension scheme, life cover and 28 days paid holiday.

As a responsible employer, the health, safety and wellbeing of our people is a top priority. Our people are currently working from home where possible, and where this is not possible, additional measures have been put in place in line with government guidelines to ensure a safe environment for those who are working in our offices.