Administrator

Administrator (Ayr)

Reporting to the Customer Service & Quality Manager, you’ll combine back-office customer administration, quality support and day-to-day office and facilities coordination. This is not a front-line customer service role: customer contact is mainly written, with occasional outbound calls and no routine inbound call queue, switchboard or webchat duties.

Perks you'll enjoy

Salary – £28,000 per annum
Company pension, life insurance and sick pay
Monday – Friday, so your weekends are all yours
Cycle to work Scheme

What you'll be doing

Manage a varied portfolio of customer administration cases, ensuring accurate and timely resolution in line with company policies and service standards.
Process customer account amendments, change of tenancy requests, Direct Debit administration, data validation, and account maintenance activities.
Prepare customer communications and correspondence, liaise with customers to obtain information, and support complaint administration.
Support the Quality Management System by maintaining procedures, document control, audit records, quality checks, and performance reporting.
Assist with ISO 9001 and ISO 27001 compliance activities, internal audits, action tracking, and quality improvement initiatives.
Coordinate meetings, prepare documentation, record minutes, and support process change and system testing activities.
Take ownership of day-to-day office and facilities administration, ensuring a safe, secure, efficient, and professional working environment.
Manage office suppliers, facilities, maintenance activities, purchasing administration, and workplace resources to support business operations.
Maintain effective administrative systems, records, and compliance controls while liaising with key internal stakeholders including IT, Procurement, Health & Safety, and Security.
Identify and implement process improvements, support automation initiatives, provide support across customer administration, quality management, and office administration activities.

What you'll bring to the role

Experience in administration, customer operations or quality support, plus office and facilities administration experience.
Excellent organisation, attention to detail and written and verbal communication skills.
Confidence using Microsoft 365, particularly Excel and Outlook; Procurify or similar purchasing-system experience is desirable.
A proactive, practical approach, sound judgement and the ability to balance priorities and see tasks through.
Discretion, reliability and a collaborative approach, including providing cover for another Administrator.

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