Looking to kick-start your career, gain hands-on experience, and earn while you learn? We’ve teamed up with GP Strategies to offer apprenticeship opportunities that give you real experience in a professional role. You’ll work towards recognised qualification, with 3 paid hours per week dedicated to your apprenticeship learning.
As a Complaints Apprentice, your role will involve working to a fast pace and fixed deadlines, liaise with customers, wholesalers, staff, colleagues, and the regulator and must demonstrate excellent written and problem-solving skills, along with strong communication and organisational abilities.
No experience needed, just a positive attitude, motivation and willingness to learn.
Interviews will take place in June with a start date on or around 10 August 2026
• Earn while you learn with a salary of £15,500
• Fully funded for those aged 16-24
• Real-world business experience with valuable transferable skills
• Monday to Friday working schedule, so your weekends are all yours
• Customer communication and care: Use clear, empathetic communication to deliver fair and consistent outcomes for customers and recommend remedial action by identifying root causes, trends and impacts of complaints
• Listening and problem-solving: Investigate and resolve complaints, responding to customers in line with company procedures and regulatory requirements
• Collaboration and feedback: Work closely with colleagues across the business to find the right solutions and share constructive feedback to help improve service
• Workload and performance management: Stay organised, meet deadlines, understand your KPIs, ensure all cases are completed within set timescales and use performance data to support continuous improvement
• Apprenticeship development: Use your allocated 3 hours of study time effectively and attend weekly meetings with your GP Strategies assessor
• Systems and processes: Use internal systems confidently, contribute to improvements, and understand key customer journey processes and recording complaints on internal database ensuring information is correct and up to date
• Values and compliance: Demonstrate Castle Water’s values, follow regulatory requirements, complete all mandatory training, and uphold company standards
• Flexibility and growth: Be open to additional tasks, contribute to team success, and take ownership of your professional development
• Qualifications: Minimum Nat 5 Maths and Nat 5 English preferred
• Communication skills: Clever verbal and written communication is essential for conveying information effectively, whether it’s through emails, phone calls or in-person interactions
• Organisational skills: The ability to prioritise tasks and manage time effectively
• Attention to detail: Being meticulous and thorough ensures accuracy in tasks like data entry, documentation preparation and record-keeping, minimising errors and oversights
• Problem-solving skills: The capacity to identify issues, analyse situations and propose solutions is valuable for resolving challenges that may arise in day-to-day operations
• Teamwork and collaboration: Working well with others, being cooperative and contributing positively to team dynamics fosters a productive and harmonious work environment
• Adaptability: Flexibility and openness to change enable you to adjust to shifting priorities, new tasks and evolving business needs effectively
• IT proficiency: Basic proficiency in using common office software such as Word, Excel and PowerPoint are necessary, along with the ability to quickly learn new software tools
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].
