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

The Complaints Handler roles are central to our activities and provides an opportunity to use a range of relevant skills. The main function of the role is to support our customers to review and resolve issues, delivering a fair and consistent outcome.  We are looking for candidates who enjoy problem solving and investigation and who have strong communication and listening skills.

Castle Water is one of the fastest growing and most successful companies in the utilities sector. We are a disruptive new entrant and market leader in the water market.

Our Complaints Handler salaries range from £19500.00 to £22000.00 per annum, and we offer a hybrid working model where most roles can be undertaken through a combination of home and office working.

We can promise you a hardworking and lively environment that will equip you with skills that could be used across many areas of the 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 the role as much as undergoing formal training. These posts are for applicants with confidence and initiative as well as the maturity required to take responsibility and make decisions and be confident of their own abilities and potential.

Key Responsibilities

  • Investigate and resolve complaints, responding to customers in line with company procedures and regulatory requirements
  • Build rapport, identify customer needs quickly, efficiently, and proactively to resolve in a timely manner, escalating as appropriate,
  • Recommend remedial action by identifying root causes, trends and impacts of complaints and to deliver the right solution in the first instance
  • Recording complaints on internal database ensuring information is correct and up to date
  • Deliver fair and consistent outcomes for customers
  • Manage workload effectively ensuring all cases are completed within set timescales
  • Work closely with colleagues to contribute objectives and targets for the Collections process, acquiring and sharing knowledge and skills as part of your daily tasks
  • Assist and collaborate with ALL other areas of the business when required

Key Skills & Experience:

  • Experience in handling complaints is desirable, although further training will be given
  • 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
  • Must be comfortable working with numbers and calculations with a good understanding of Microsoft Office (including Excel)
  • Attention to detail, with the capability to draft and prepare written documentation
  • Previous experience working within a call centre/contact centre environment,
  • Ability to communicate confidently and clearly when explaining complex issues
  • To be approachable and knowledgeable when communicating with colleagues and customers
  • 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

About the company

Castle Water is one of the fastest-growing and most successful companies in the utility sector. Our customers include some of the largest companies and public sector bodies in the UK.

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. Not only have we just achieved our 10,000th 5-star Trust pilot review, but we are also winners of the recent Customer Service Excellence Award for the Perthshire Chamber of Commerce Business Star Awards.

Castle Water has a track record of providing excellent customer service, and of developing innovative approaches to utility supply. We have more 5-star 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.

We offer a “hybrid” model utilising a combination of working from our offices in Blairgowrie, and remotely (i.e., working from home) based on business requirements.

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.