We’re looking for a Water Market Operations Specialist to join our fast-moving and supportive Wholesale team.
This is a back-office role which is strategically important and central to the success of the business, this demanding role is varied and offers plenty of opportunity for personal development and achievement.
As a Water Market Operations Specialist, you will work to ensure Castle Water gets the best service from our Wholesalers so we can pass on the benefits to our customers. You will work with both data and regulatory documents to unravel more complex cases, ensuring the right outcome for our customers. The role holder should have the ability and knowledge to delve into Market Codes, unpick complex cases, research and to investigate the root cause of an issue to ensure we are billing on accurate data.
You will be required to liaise with other key departments throughout the business – being the first point of contact for complex queries and escalations to other business areas. The role holder requires enthusiasm and confidence, enjoys problem-solving and ability to work under own initiative
• 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 hybrid working schedule, so your weekends are all yours
• Work closely with Wholesalers to ensure benefits are passed on to our customers
• Work with both data and regulatory documents to unravel complex cases, ensuring the right outcome for customers
• Must have the ability to delve into the Market Codes, to research and investigate the root cause of issues in order to unpick complex cases. This will require excellent attention to detail.
• Should have a good working knowledge of Microsoft Office and IT navigation skills.
• Must have the confidence and knowledge to challenge data if required.
• Must have strong problem-solving skills with the ability and resilience to deal with challenge and ambiguity.
• Will be required to work on their own and as part of a team; cases will require them to work independently, but individuals must have the ability to communicate the more complex cases effectively to the wider team.
• Will be required to prepare professional documentation to a high standard.
• Previous experience within a busy transactional environment such as utilities, finance, customer services and telecoms is preferred.
• Commercially aware
• Excellent interpersonal and communication skills with the ability to communicate complex concepts or data in a meaningful way, and/or with the ability to communicate effectively both internally and externally.
• Must have strong logical and analytical skills, an inherent problem solver who is enthused by investigative work
• Strong problem-solving skills with the ability and resilience to deal with challenge and ambiguity.
• 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.
• Ability to work under pressure and to meet tight deadlines.
• Highly numerate with strong analytical skills
• Ability to develop, train and upskill self.
• Proactive, confident, and engaging individual with a proven track record of using excellent motivational skills to improve performance individual.
• Understanding of complaints processes and call-handling would be desirable.
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].
