I am currently working within the Customer Service Back Office team, transferring my knowledge from having previously worked in the Complex Resolution team and internal training team. Ensuring customer queries are dealt with professionally and as quickly as possible.
Communication is everything in any team. Castle Water’s Customer Service teams all have brilliant internal communication between its departments (whether it be Front Office telephony, Back Office, or Complex Resolutions) to ensure that everyone is as knowledgeable and supported in dealing with queries as they can be.
At the moment, it would probably be…
Q: ‘Why is there an estimated meter reading for the end date of my invoice when that date is in the future?”
A: “Castle Water uses up to date meter readings to project consumption until the end date of the invoice to create an accurate estimated figure. If this is over/under estimated, this will be highlighted and resolved within your next scheduled invoice. To ensure your invoices are as accurate as possible, you can provide meter readings as often as you wish online, via telephone to 01250 718700 or by email to firstname.lastname@example.org.”
Castle Water’s main aim is to provide customers with excellent customer service, which is clear from our customer feedback and is reflected within our Trustpilot score! (That is why we are the UK’s leading independent water retailer). We are transparent with our invoices and have dedicated teams to deal with your business needs including trade effluent and consolidated billing for customers with multiple sites. We care about our customers and I think that is why we have so many loyal happy customers.
Whether I am speaking to a customer who owns a small local shop, or the Accounts Payable of a multinational company, I will provide them with the same level of customer service. We appreciate every customer here. No question is too big or too small and I strive every day to ensure that queries are answered, and any issues are resolved as quickly as possible.