We have available vacancies for Customer Research Executives in our dynamic, busy and tight-knit Payments & Billing division.

We are looking for enthusiastic candidates for roles within a new team focusing on vacant management and billing. The role includes great training opportunities both internally and externally, including short courses with top business schools. This is a key commercial role for the company, involving proactive research to ensure the company fully understands its customer base.  We are looking for confident and experienced individuals who will support the division to deliver key objectives in a challenging environment.

The Customer Research Executive roles are central to our activities and provide an opportunity to use a range of relevant skills. The main function of the role is to support our newly formed Vacant Management Team by undertaking the appropriate analysis to identify the occupier of a premises, working with other departments within Castle Water and liaising externally with customers.  We are looking for candidates who enjoy problem solving, investigation and desktop analysis and who can work on their own initiative.

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

Our Customer Research Executive salaries range from £19000.00 to £21000.00 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

  • Work closely with colleagues to contribute objectives and targets for the team's process, acquiring and sharing knowledge and skills as part of your daily tasks
  • Work collaboratively with team members to ensure more complex customer queries are investigated and resolved
  • Take ownership of customer queries and resolve in a timely manner, escalating as appropriate
  • Build rapport, identify customer needs quickly, efficiently, and proactively to deliver excellent customer services
  • Resolve complex queries using analysis and appropriate business channels and internal systems
  • Ensure customer invoices are up to date and accurate, delivering fair and consistent outcomes for customers
  • Assist and collaborate with ALL other areas of the business when required
  • Opportunity for involvement in automation and improvement of business processes
  • Manage workload effectively ensuring all tasks are completed within given timescales

Key Skills & Experience

  • Experience within a similar role – utilities, finance or banking back office/collections administration - preferred but not essential
  • Experience in account reviews, reporting and analysis and/or investigation work would be beneficial
  • Ability to flourish in a high pressure, challenging and fast-paced environment
  • High level of literacy, numeracy, customer service, reporting and attention to detail
  • A strong understanding of Microsoft Office is preferred, including Word, Outlook. Intermediate Excel users preferred
  • High organised, flexible with a positive attitude, ability to work collaboratively and autonomously, and to prioritise work
  • Excellent communication skills, both verbal and written and must be comfortable working with numbers and calculations
  • Good negotiation and persuasion skills
  • Ability and willingness to learn and develop
  • Willingness to take ownership of issues and see them through to resolution
  • Work independently, but also demonstrate excellent team working skills
  • Educated to degree level (or similar) in a numerate subject, preferred but not essential

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.