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Key Account Advisor

Closing Date:


Castle Water is looking for enthusiastic and customer-centric Key Account Advisors for an exciting, fast-paced role handling frontline customer contact via phone, email, and webchat for Castle Water’s Key Account customers.

  • Permanent opportunity with an immediate start date
  • Great development opportunities to progress
  • Hybrid working model – 2 days in the office and 3 days at home every week
  • 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
  • Comprehensive induction training with ongoing support in the role

As a Key Account Advisor, you will be handling a wide variety of queries regarding customers’ water and wastewater billing and will work closely with our Key Account Managers and the wider Commercial Department to resolve queries for major customers. The Key Account Advisor role has great training opportunities, and the opportunity for rapid career progression. We are looking for candidates with excellent customer service skills and a problem-solving approach.

We can promise you a hardworking and lively environment which 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 Key Account business water customers
  • Manage customer expectations effectively and resolve issues at the first point of contact
  • Work with major customers on complex billing and service issues relating to water usage, waste treatment and validation of charges using state of the art systems
  • Preparation of data and analysis for customers
  • Regular update of our Commercial Relationship Management and other systems
  • Providing essential support to our Key Account Management team
  • Respond to metering and billing queries
  • Build rapport, identify customer needs quickly, efficiently, and proactively to deliver the right solution in the first instance
  • Passionate about delivering excellent customer service
  • 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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