Blog takeover with Castle Water Expert: Rachael Meikle

Bio

• Name Rachael Meikle
• Occupation Customer Service Advisor at Castle Water
• Ready to... learn as much as possible! I had 3 weeks in the office before working from home, and I’ve been so lucky to have a supportive team who have helped me learn. I want to keep improving my knowledge!
• Passionate about... challenging myself. Whether that be work based or out-with. I am very competitive, so I love learning new skills and pushing myself out of my comfort zone.
• Unpopular opinion... Harry Potter is very overrated.
• Guilty pleasure… McFly. I don’t know if I should admit how many times I have seen them.
• You may be surprised to know… I play clarinet. Something I got into in school and found I really loved it!
• Ask me about… refunds. Anything to do with refunds. We are a small team in Refunds, and we get many different questions sent our way, but we’re always happy to help.

Tell us about your role at Castle Water

I work as part of the Refunds Team and we look to ensure all refunds are paid and submitted are correctly. We regularly work out volumetric adjustments to check the customer is due the refund. We also contact customers to inform them if there have been any major changes to their request, such as instances where their refund may no longer be due.

How important is good communications to your team?

As a team we talk to each other multiple times a day, especially now that we are working from home, to chat through anything we are stuck with. As a smaller team we are close knit and the support we provide each other is vital to our role. We all have our certain areas we are experts in, so if we cannot find a payment for example, chances are we know Christine Nimmo or Tracy Buchan will be the ones to find it, or if there is a lengthy payment list you just can’t sort out, Lynn Bowie will take the time and help you through it! And if it is a billing problem, then we work with the Complex Resolutions Team, who are great in supporting us when we need to dive a bit deeper into refund issues.

What is the most common question that you are asked by customers and what answer would you provide?

Most of the time, it is customers querying how long it will take for their refund to reach them, or customers needing historic refund information.

In regards to timescales for a refund being paid, there is no set answer, as each case is dependent on several things. With historic refund information, customers usually want to know what account the refund was for, which is an easy fix.

Why should businesses switch to Castle Water?

Because we care about what we are doing. Everyone wants to put the customer first and help them with their queries.

What would you say are the 3 main customer benefits of MyAccount?

• You can view invoices straight away.
• You can access MyAccount at any time of day.
• MyAccount is great for busy customers who don't have time to call us, as they can amend details on MyAccount instead.