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Customer Research Executive

Closing Date:


We have available vacancies for Customer Research Executives in our dynamic, busy, and tight-knit Payments & Billing division.

We are looking for enthusiastic candidates who enjoy problem-solving and can work under their own initiative. The role includes great training opportunities both internally and externally, including short courses with top business schools. We are interested in candidates who are confident and experienced individuals who will support the division to deliver key objectives in a challenging environment.

The Customer Research Executive roles are central to our activities and provide an opportunity to use a range of relevant skills. The main responsibilities include analysing customer billing data and investigating and processing complex changes in tenancy.

We can promise you a hardworking and lively environment that will equip you with skills that could be used across many areas of the 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.

  • Ensure that customer information is up to date.
  • Understand, generate, and review customer bills, taking ownership and following through to resolution.
  • Build rapport, identify customer needs quickly, efficiently, and proactively to deliver excellent customer service,
  • Work collaboratively with team members to ensure more complex customer queries are investigated and resolved.
  • Assist and collaborate with ALL other areas of the business when required, supporting them with occupancy queries.
  • Opportunity for involvement in automation and improvement of business processes
  • Manage workload effectively ensuring all tasks are completed within given timescales.
  • Experience within a similar role – utilities, finance, or banking back office/collections administration – preferred but not essential
  • Ability to flourish in a high-pressure, challenging and fast-paced environment.
  • High level of numeracy, literacy, and attention to detail required.
  • Basic Microsoft Excel capabilities
  • High organised, flexible with a positive attitude, ability to work collaboratively and autonomously, and prioritise work.
  • Excellent communication skills, both verbal and written and must be comfortable working with numbers and calculations.
  • Ability and willingness to learn and develop.
  • Willingness to take ownership of issues and see them through to resolution.
  • Work independently, but also demonstrate excellent team working skills.
  • Educated to degree level (or similar) in a numerate subject, preferred but not essential.
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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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