Are you looking for a role where you can build valuable skills, solve problems, and be part of a fast-paced team? We’re looking for a Customer Research Advisor to join our team – a key part of our business that keeps things running smoothly.
As a Customer Research Advisor, you’ll work closely with our Vacant Management Team Leader and be a key player in our SME Billing and Payments Team. This is a great opportunity to develop real-world experience in a supportive and professional environment, where you’ll gain skills that can take you anywhere in your career.
If you’re proactive, confident, and eager to learn, this could be the perfect role for you.
• Competitive salary: £23,383 – £25,000 per year
• 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
As part of our team, you’ll play a vital role in ensuring customer accounts and records are accurate, compliant, and well-managed. Your responsibilities will include:
• Reviewing and investigating the occupancy status of vacant sites using multiple data sources
• Identifying occupiers of sites, compiling evidence packs, and maintaining accurate records
• Working with wholesalers to resolve data issues that impact supply visibility
• Managing incoming and returned mail, updating company systems promptly and accurately
• Investigating customer eligibility requests and using systems such as Wholesaler Portals to take corrective actions
• Collaborating with colleagues across teams to resolve occupancy and eligibility queries quickly and effectively
• Prioritising and managing your caseload to meet deadlines while maintaining quality standards
• Applying knowledge of key industry documentation such as the Scheme of Charges, Customer Protection Code of Practice, and Eligibility Guidance
• Delivering excellent customer service by keeping customers informed of case progress and outcomes
• Generating accurate and timely customer bills, ensuring a high level of attention to detail
• Carrying out any other duties reasonably required to support the team and wider business
We’re looking for someone who is detail-oriented, proactive, and customer-focused. To succeed in this role, you will bring:
• Strong analytical and investigative skills, with the ability to interpret data from different sources.
• Excellent attention to detail and accuracy in record-keeping and billing.
• Confidence in using IT systems, portals, and databases.
• Effective communication skills, both written and verbal, with the ability to explain findings clearly.
• A collaborative approach, working well with colleagues and external partners to resolve queries.
• Good organisational skills, able to manage multiple tasks and meet deadlines.
• Knowledge of utilities, billing, or regulatory frameworks (desirable, but not essential – training will be provided).
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].
