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Meet The Team: James Hall

James Hall, Commercial Relationship Manager for Castle Water, addresses the importance of building strong relationships with customers, the value of delivering on promises, and why Castle Water is uniquely positioned to support customers with Wholesaler queries.

Tell us about your role at Castle Water

As Commercial Relationship Manager for Castle Water, I manage a portfolio of mostly Public Sector organisations in our Crown Commercial Services (CCS) Portfolio. Including within this NHS Trusts, Councils, Police Forces and Educational organisations. I assess customer’s business water needs, some more complex than others. Utilising my expertise and Castle Water’s Additional Water Management services, I can propose solutions to address these needs, from trade effluent to water sustainability and emergency planning.

How do you build strong relationships with Castle Water customers?

Regular contact and always an ear for what is on the customers mind – building a strong commercial relationship is key. With 15 years relationship management experience, the value of delivering on promises made is what has made my career a success.

How do CCS customers benefit from MyAccount?

MyAccount is a great tool for customers to help manage their Castle Water accounts securely online. With 24/7 availability to multiple accounts, invoices, and statement of accounts, and much more, CCS customers have everything they need to keep on top of their financial management. Coupled with this, is the ability to identify those hard-to-find meter locations and submit meter readings.

MyAccount is a constantly developing service with new updates and features being added to help customers easily manage their accounts online. As a Relationship Manager, I am always available to answer any customer queries. However, we do understand that our customers are busy that their time is valuable; MyAccount offers a quick and easy alternative for customers to access their account information online, spending less time on phone calls.

What additional services do Castle Water offer CCS customers?

With a dedicated support team for query resolution and a dedicated account manager, our CCS customers receive industry-leading service. When one of our customers need Additional Water Management services, from emergency contingency planning to leak detection to Automatic Meter Reading (AMR), we are here to advise and support.

We can also assist with sites that need trade effluent consents and support. Business trade effluent needs are complex, that’s why we offer our customers full support for all their effluent needs. We make the process easy and guide customers throughout the effluent license application, offer legal expertise, and advise on safe liquid waste disposal.

Lastly, CCS customers receive up-to-date industry information through our CCS customer newsletter.

What benefits can large and multi-site customers expect from Castle Water?

If your organisation has multiple sites we can provide consolidated billing, account reviews, and we can support you with Wholesaler queries if your organisation operates across water territories as we operate independently.. Our variety of business water and Additional Water Management services ensures our customer’s water demands are accounted for, regardless of whether your organisation is small, large or multi-site.

How are you making a difference to Castle Water customers?

Building customer relationships through trust has been my moto over the past 15 years and that is exactly what I will be doing the next 15 years of my career. I believe this is key to a great working relationship.

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