Complaint Handler

We are looking for a Complaint Handler to join our supportive Complaints Team. In this role, you’ll help customers feel heard, investigate concerns fairly, and play an important part in improving the service we provide. If you enjoy problem-solving, communicating clearly, and keeping things moving in a busy environment, this could be a great role for you.

You don’t need to know everything on day one, we will provide training and support to help you build confidence in the role. What matters most is that you’re organised, thoughtful in your approach, comfortable taking ownership, and keen to learn. If you have a good eye for detail and enjoy writing clear, helpful responses, we’d love to hear from you.

Perks you'll enjoy

Competitive salary: £26,000 to £28,000 per year, depending on experience
Company pension, life insurance and sick pay
Cycle-to-work scheme and on-site parking
Monday to Friday hybrid working schedule, so your weekends are all yours
Opportunities for career development and progression

What you'll be doing

Review complaint cases from a range of systems and resources, making sure details are accurate and up to date
Investigate customer complaints, find solutions and respond in line with company policies
Writing clear, accurate, and professional responses
Speak with customers by telephone when this will help clarify concerns, build rapport and reach a fair outcome more efficiently
Liaising with wholesalers, third parties, and internal teams to progress cases
Spot trends in complaints and suggest improvements to prevent future issues
Ensure customers get fair, consistent outcomes every time
Manage your workload effectively and keep things moving to agreed timescales
Grow your knowledge over time and share helpful learning with the team

What you'll bring to the role

Previous office experience and confidence using Microsoft Office
Experience handling complaints would be helpful, but it isn’t essential as full training will be provided
Comfortable working with numbers and calculations
Strong communication skills, with the confidence to explain complex issues clearly in writing and over the telephone
A friendly, professional approach when working with colleagues and customers
A willingness to learn about the legal and regulatory framework in the water sector, and to use analytical skills to work through more complex issues
Good attention to detail, with the ability to draft written responses clearly and accurately
Strong organisational skills and the ability to prioritise your workload effectively
The ability to stay calm, focused and organised in a busy working environment
Confidence working independently, while also enjoying being part of a team

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