Take ownership of customer cases. Solve issues. Deliver clear, accurate outcomes.
This is a Back-office case-handling role, not a typical call-centre position.
You will take ownership of each case from start to finish, investigating queries using a range of systems and resources to ensure customers are billed accurately. You’ll work with wholesalers, internal teams, and relevant systems to investigate discrepancies and resolve each case. Clear and professional communication is essential. This is primarily via email and our customer portal, with occasional phone contact to request additional information or clarify details. Keeping customers informed and explaining outcomes in a way they can easily understand.
Rather than handling inbound calls, the focus is on investigation, problem solving, and clear communication. If you enjoy digging into information, resolving issues, and making a real difference for customers, this role offers a great opportunity to develop valuable skills in a supportive and collaborative team.
You’ll receive full training in the business water market and our internal systems to help you succeed in the role.
• Competitive salary: £24,349 – £28,000 per year
• Company pension, life insurance and sick pay
• Cycle-to-work scheme and on-site parking
• Monday to Friday 9am-5pm schedule, so your weekends are all yours
• 2 days a week working from home
• Opportunities for career development and progression
• Managing a caseload of customer enquiries from investigation through to resolution
• Reviewing information from a range of systems and resources
• Investigating customer queries and determining appropriate solutions
• Writing clear, accurate, and professional responses via email and our customer portal
• Contacting customers by phone when needed to clarify information or explain outcomes
• Explaining findings in simple terms customers can easily understand
• Liaising with wholesalers, third parties, and internal teams to progress cases
• Prioritising and managing multiple investigations at different stages
• Providing updates to customers while cases are ongoing
• Strong written communication skills with excellent attention to detail
• Ability to work through complex information and identify solutions
• Good reading comprehension and confidence interpreting detailed information
• Strong organisational skills and the ability to manage multiple cases
• A proactive approach to problem solving and decision-making
• Confidence communicating professionally with customers and colleagues
Experience in customer service, case management, investigation-based roles, or administration is beneficial but not essential — we provide full training.
Castle Water is redefining the utilities sector as one of the fastest-growing and most successful companies in the UK. Guided by our core values of fairness, transparency, tenacity and being supportive, we deliver outstanding service to a diverse range of customers, including some of the UK’s largest companies and public sector organisations.
We believe in putting people first. Whether it’s creating positive interactions with our customers or fostering a supportive workplace culture, our commitment to fairness and transparency ensures we build lasting relationships with our customers.
With over 20,000 5-star Trustpilot reviews, our reputation is built on trust and excellence. We tackle every challenge with tenacity and a dedication to doing what’s fair and right.
Our head office in Blairgowrie, Perthshire, is located within easy reach of Perth and Dundee. As a company embedded in the local community, we actively participate in events that reflect our supportive values. We also have offices in Brentford, London, and Ayr, offering plenty of opportunities to join our growing team.
If you’re looking for company that’s dynamic, forward-thinking and values-driven, Castle Water is the place for you.
Hannah Bodie
Onboarding Manager
We’re committed to making the process as smooth and accessible as possible. If you need any additional support or reasonable adjustments, please let us know. You can reach us by calling 01250 718700 or emailing [email protected].
