We’re looking for an enthusiastic and confident individual to join our fast-moving and supportive Customer and Market Resolutions team. If you enjoy problem-solving, working as part of a team, and want to grow your career in a dynamic environment, this could be the perfect opportunity.
The Customer and Market Resolutions Advisor role is central to our activities and provides an opportunity to use a range of relevant skills. The main responsibilities include meter read scheduling, meter read collation, validation and submission, complex customer query resolution, liaising with Scottish Water to assist customer case resolution, assisting colleagues internally and customers directly to enable first point of contact resolution.
You will be helping customers via the phone, email and online chat services to ensure you identify issues and resolve them quickly.
Please note, this is an office-based role.
• Competitive salary: £24,000 – £25,000 per year
• Company pension, life insurance and sick pay
• Cycle-to-work scheme and on-site parking
• Monday to Friday working schedule, so your weekends are all yours
• Create meter read schedules as required for the field Meter Reading team. This includes scheduling regular Cyclic reads and Transfer reads in line with Market Code obligations, as well as ad-hoc reads to fulfil business requirements.
• Work collaboratively with team members to ensure more complex customer queries are investigated and resolved.
• Assist and collaborate with all other area of the business when required, supporting them with queries.
• Work collaboratively with Scottish Water to ensure the best outcome for our customer base as quickly as possible.
• Identify opportunities for automation and improvement of business processes.
• Manage workload effectively ensuring all tasks are completed within given timescales and KPI’s.
• Validate returned reads from various sources to be used for invoicing purposes and upload these to the CMA (Central Market Agency) in line with our market obligations.
• Create and resolve Cases for and on behalf of our customers. This includes but is not limited to: burst allowances and general volumetric usage issues, Charitable Exemptions, meter read skips and changes in market data.
• Manage case load effectively to bring each case to a resolution as quickly as possible and within KPI’s.
• Understand when a Case may need to be escalated for further assistance from the Team Leader or from Scottish Water.
• Build rapport, identify customer needs quickly, efficiently, and proactively to deliver excellent customer services and facilitate first point of contact resolution.
• Minimum 2 years’ experience in a similar role
• Good evidence of improving results via effective time management
• Must be commercially aware with a track record of consistently achieving and exceeding targets
• Strong problem-solving skills with the ability and resilience to deal with challenge and ambiguity
• Excellent interpersonal and communication skills
• Competent in all Microsoft office packages including Excel, office 365
• Must be a strong team player, with the ability to work collaboratively across functions and departments
• Must have strong communication skills with the ability to communicate complex concepts or data in a meaningful way and with the ability to communicate effectively both internally and externally.
• Ability to work under pressure and to meet tight deadlines
• Must have strong logical and analytical skills, an inherent problem solver
• Highly numerate with strong analytical skills
Castle Water aims to deliver the best customer service in the sector. Creating positive interactions in the workplace and between our employees and our customers will help ensure our company continues to draw new and retain existing customers.
Castle Water has a track record of providing excellent customer service, and of developing innovative approaches to utility supply. We have more 5-star reviews on Trustpilot than all other water retailers. We pride ourselves on being transparent and treating customers fairly.
Our head office is based in Blairgowrie, Perthshire, within easy commuting distance of both Perth and Dundee. We are embedded in the local community and participate in many local events and activities.
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].
