Customer Service Advisor (Front Office)

Looking for a role with work-life balance and no weekend shifts? We’re looking for proactive, confident problem-solvers who can take ownership of tasks and make decisions. If you love helping people and want to grow your career in a supportive, fast-paced environment, this could be the job for you.

As a Customer Service Advisor, you’ll handle customer queries through our online portal, delivering clear, helpful, and accurate responses. You’ll also jump on calls during busy periods to keep things running smoothly.

You’ll get full training, so no experience, no problem. We’re all about teamwork, learning and attention to detail. You’ll be part of a friendly team that’s always ready to help. Plus, if you’re looking to progress your career, we’ve for plenty of opportunities to grow within the company.

Perks you'll enjoy

• 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 schedule, so your weekends are all yours
• Opportunities for career development and progression

What you'll be doing

Provide top-tier customer service: Support business water customers primarily through written communication using our advanced customer platform
Handle metering and billing queries: Respond in writing with clear, accurate, and easy-to-understand answers
Manage customer expectations: Aim to resolve issues on the first contact, keeping things efficient and hassle-free
Build strong connections: Quickly identify customer needs and offer the best solutions for both them and Castle Water
Work with third parties: Liaise on behalf of customers to ensure a smooth and seamless service

What you'll bring to the role

A passion for delivering excellent customer service
Previous experience in customer service, with the ability to build strong relationships with both customers and teammates
Great written communication skills and attention to detail
Confident phone manner and clear communication when needed
Strong organisational skills, able to juggle multiple tasks and prioritise effectively
Strong negotiation and problem-solving skills
Familiarity with Microsoft Excel, Word, and Outlook is a plus, but not essential

Why choose Castle Water

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.

It’s been an incredibly rewarding experience

Hannah Bodie

Onboarding Manager