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Customer Service Advisor

Closing Date:


Do you want a great work/life balance and never have to work evenings or weekends? Are you passionate about Customer Service and looking for an exciting new role?

  • 35 hours per week, working day shifts Monday to Friday
  • Starting salary between £21,000 and £25,000, depending on experience
  • Our Customer Service Advisors currently work 2 days in the office and 3 days at home every week
  • 28 days holiday, increasing with length of service to a maximum 33 days per year and Company sick pay scheme.
  • Modern offices in Blairgowrie with free parking, good transport links and free tea/coffee
  • All IT equipment will be provided
  • Excellent pension and life insurance policies as standard
  • Comprehensive induction training with ongoing support in the role
  • Great development opportunities for those who want to progress
  • Customer Service Back Office positions also available

As a Customer Service Advisor, you may deal with customer queries via telephone, email, or webchat. You will go through an in-depth training programme which will equip you with the skills and knowledge required to ensure you are able to deliver excellent service to our customers.

You can expect to be part of a positive and supportive team, with a strong emphasis on structured training and support to help you succeed in your role. The Customer Service Advisor role is varied, and there are always opportunities to use your existing skills as well as to learn new skills. We value our people and thrive on supporting our employees to help them develop and advance in their careers with us.

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.

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.

  • Deliver excellent customer service to our business water customers
  • Manage customer expectations effectively and resolve issues at the first point of contact
  • Respond to metering and billing queries
  • Build rapport, identify customer needs quickly, and efficiently and proactively deliver the best solution for both Castle Water and the customer
  • Liaise with third parties on behalf of customers
  • Passionate about delivering excellent Customer Service
  • Must have experience of working within a Customer Service role, with the proven ability to build rapport with customers and colleagues
  • Excellent phone manner with exceptional communication and clear written skills
  • Accuracy with strong attention to detail
  • Strong organisational skills with the ability to prioritise workload and to multitask
  • Strong negotiation skills
  • Computer literate with experience of Microsoft Excel, Word and Outlook
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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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