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Complaints Handler

Closing Date:


We are looking for a Complaints Handler to work in our Complaints Team.

  • Permanent opportunity with an immediate start date
  • Great development opportunities to progress
  • Hybrid working model – role-based opportunities to balance home and office working
  • Modern offices with free parking, and free tea and coffee
  • 28 days annual holiday entitlement which will increase by 1 day for each completed years’ service, to a maximum of 33 days.
  • Company sick pay scheme
  • Excellent pension and life insurance policies

The Complaints Team is a hardworking and lively environment which 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. 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.

The successful applicant should be able to work to a fast pace and to fixed deadlines, to 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.

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.

  • Recording complaints on internal database ensuring information is correct and up to date
  • Investigate and resolve complaints, responding to customers in line with company procedures and regulatory requirements
  • Recommend remedial action by identifying root causes, trends and impacts of complaints
  • Deliver fair and consistent outcomes for customers
  • Manage workload effectively ensuring all cases are completed within set timescales
  • Acquire and share knowledge and skills as part of your daily tasks.
  • Previous experience working within an office environment, with a good understanding of Microsoft Office
  • Experience in handling complaints is desirable, further training will be given
  • Be comfortable working with numbers and calculations
  • Ability to communicate confidently and clearly when explaining complex issues
  • To be approachable and knowledgeable when communicating with colleagues and customers
  • Develop an understanding of the legal and the regulatory framework in the water sector, with strong analytical skills and the ability to understand complex issues
  • Attention to detail, with the capability to draft and prepare written documentation
  • Exceptional organisational skills with the ability to prioritise workload
  • Flourish in a high pressure, challenging and fast paced environment
  • Work independently, but also demonstrate excellent team working skills
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About Castle Water

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 Trustpilot 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.

As a responsible employer, the health, safety, and wellbeing of our people is a top priority. Our employees are currently working on a hybrid model from home and in the office. Measures have been put in place in line with government guidelines to ensure a safe environment for those who are working in our offices.

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