Complaint Handler

We are looking for a Complaint Handler to work in our Complaints Team. The successful applicant should be able to work to a fast pace and to fixed deadlines, to 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.

The Complaints Team is a hardworking and lively environment which will equip you with skills that could take you anywhere across our business. You can expect to be part of a collegial and supportive team, with a strong emphasis on knowledge-sharing, continuous learning, mutual respect, and personal development.

This is a post for someone with confidence and initiative as well as the maturity required to take responsibility and make decisions and be confident of your own abilities and potential.

Perks you'll enjoy

• Competitive salary: £24,000-£26,000 per year (depending on experience)
• 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
• 2 days a week working from home

What you'll be doing

Recording complaints on internal database ensuring information is correct and up to date
Investigate and resolve complaints, responding to customers in line with company procedures and regulatory requirements
Recommend remedial action by identifying root causes, trends and impacts of complaints
Deliver fair and consistent outcomes for customers
Manage workload effectively ensuring all cases are completed within set timescales
Acquire and share knowledge and skills as part of your daily tasks.

What you'll bring to the role

Previous experience working within an office environment, with a good understanding of Microsoft Office
Experience in handling complaints is desirable, further training will be given
Be comfortable working with numbers and calculations
Ability to communicate confidently and clearly when explaining complex issues
To be approachable and knowledgeable when communicating with colleagues and customers
Develop an understanding of the legal and the regulatory framework in the water sector, with strong analytical skills and the ability to understand complex issues
Attention to detail, with the capability to draft and prepare written documentation
Exceptional organisational skills with the ability to prioritise workload
Flourish in a high pressure, challenging and fast paced environment
Work independently, but also demonstrate excellent team working skills

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