I head up a team of Relationship Managers who are dedicated to supporting our Key Account customers. It’s our job to maintain regular pro-active contact with these customers to ensure that our services match their needs. Our Relationship Managers also act as a point of contact for our customers and are there to help them with any queries they may have. These can be wide and varied ranging from simple billing questions to requests for information to support their carbon reporting, and everything in between.
I think there are two key areas here.
Our customers know they must run their businesses as efficiently as possible. We can help them do that by delivering real savings and expertise when they switch to Castle Water. Hundreds of thousands of our customers across the country have benefited from reduced bills. In addition, we can save our customers money by making sure the Wholesaler has them on the most beneficial tariff, assisting them when they have leakage issues and supporting them with water contingency planning - an important factor that’s often forgotten. Our customers cannot function without water but many of them will not have a contingency plan in place to deal with this problem should it arise. We can give them help and guidance which in turn saves them money by avoiding the need for them to go to an external 3rd party.
Secondly, it’s by being there for them with easy access to our guidance and services. Our team understands our customer’s individual needs and they know how to help. Then in addition our customers can also securely login to MyAccount, our online customer portal, to check their account balance, search transactions, submit meter readings, view consumption data and much more.
It’s really about making their life easier. We may live and breathe water and wastewater here at Castle Water, but we understand that our customers don’t. They are busy managing their business. It’s always great to speak to our customers but we know that they are extremely busy and often want information without having to contact us. MyAccount enables them to obtain copy invoices, get statements of their accounts and submit meter reads without the need to call or email us. And the service is evolving and developing based upon feedback from our customers, so if they have suggestions for improvement, we really want to hear from them.
I have worked in the water industry since 1989, through privatisation, several droughts, massive water and wastewater infrastructure programmes and the introduction of the water market in 2017. I can therefore bring a wealth of experience to bear. If a customer has a query, it is highly likely that I have come across it before. So having that background means I can quickly understand a customer’s needs and identify a solution to help them. Either directly or indirectly through my team.
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