We are looking for an Executive 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.

The Complaints Team is a hardworking and lively environment that 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

  • Delivering fair and consistent outcomes for customers who have escalated their complaint, responding on behalf of our CEO
  • Communicating with the statutory consumer body on behalf of Castle Water
  • The ability to liaise with wholesalers when required
  • Thoroughly investigate customer complaints and ensure they are resolved and communicated in a professional and proficient manner in line with company procedures
  • Manage workload effectively ensuring all cases are completed within set timescales

Keys Skills & Experience

  • Previous experience in handling complaints at an Executive Level is essential
  • Previous experience within a busy transactional call/contact centre environment such as utilities, finance, customer services and telecoms is preferred
  • Strong customer management and relationship engagement skills (both internally and externally) required, with the ability to handle conflict and manage resolution
  • Excellent phone manner with clear communication skills and the ability to build rapport with customers and colleagues
  • Ability to display assertiveness in responding to contact from customers with an excellent phone manner
  • Strong analytical skills with the ability to understand complex issues and develop an understanding of the legal and the regulatory framework in the water sector
  • Meticulous attention to detail, with a strong background in drafting and preparation of professional written documents
  • Exceptional organisational skills and attention to detail, with the ability to prioritise workload and to work in a fast-paced and challenging environment
  • Ability to work, and flourish, in a high pressure, challenging and fast paced environment, working to tight deadlines
  • Self-motivation and the ability to manage your own workload to achieve results
  • Microsoft Office, including Excel, and systems experience essential

About Castle Water

Castle Water is one of the fastest-growing and most successful companies in the utility 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-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.

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.

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.