At Castle Water, we believe customer service is about more than answering queries – it’s about ensuring business owners can rely on us for dependable service and expert support. With customer service teams based in Blairgowrie and Ayr, our customers can reach out for help managing their accounts, resolving complex queries, optimising their water usage, and much more.
Customer service in the water industry plays a vital role in:
- Providing accurate billing and account support through our call centre and webchat.
- Helping businesses navigate industry regulations and responsibilities.
- Assisting with meter readings, leak allowances, and dispute resolution.
- Ensuring a seamless experience through our digital tools, such as our online customer portal.
What makes customer service in utilities unique?
Unlike retail or domestic service industries, utilities customer service requires a deep understanding of regulations, tariffs, and operational challenges. At Castle Water, we provide services exclusively for business customers (B2B), meaning our advisors work with a diverse range of organisations – from small independent shops to large multinational corporations. Our customer service is uniquely designed to:
- Support businesses with account management via our online portal, which saw 1,446,000 logins in 2024.
- Offer real-time assistance through live chat, allowing businesses to manage their accounts efficiently without needing to call.
- Handle complex industry-specific challenges, such as wholesaler disputes, where we successfully reduced withheld settlement costs by 77% in 2024.
Key skills for a successful career in customer service
Working in customer service at Castle Water is about problem-solving, communication, and industry expertise. The most important skills for success include:
Communication – Explaining billing, policies, and services clearly to business customers.
Problem-solving – Handling account disputes, leak allowances, and complex metering queries.
Empathy & patience – Supporting customers through billing issues or service concerns.
Technical knowledge – Understanding water regulations, tariffs, and market data.
Adaptability – Keeping up with industry changes and evolving customer needs.
Career opportunities and progression at Castle Water
We invest in our people, offering clear pathways into specialised roles and leadership positions. Customer service employees may choose to specialise in areas such as billing advisory and complaints handling, or pursue leadership roles, progressing into team leader and management positions.
For those starting their careers, Castle Water offers customer service apprenticeships, providing hands-on training in a fast-paced environment where employees gain real-world experience while they study. We also offer graduate apprenticeships in partnership with the University of Dundee, allowing employees to earn while they learn, balancing practical experience with academic study.
What it’s like to work in customer service at Castle Water
Our hybrid working model means our teams in Blairgowrie and Ayr can balance office collaboration with remote work, ensuring flexibility while maintaining strong customer support. We celebrate our employees’ achievements and encourage team-building and fundraising activities, including Business Fives, The Cateran Yomp, and the Glasgow and Dundee Kiltwalks.
Recognition for outstanding performance is an important part of our culture. In 2024, we received 3,208 new Trustpilot reviews, with an impressive 80% being five-star ratings. This feedback is a testament to the dedication of our team and our commitment to delivering excellent customer service.
Why choose a career in customer service?
A career in customer service at Castle Water offers stability, growth, and the chance to make a real impact. Our team plays a key role in ensuring businesses have the water services they need while driving innovation in customer support. With opportunities for career progression, a supportive team environment, and the chance to contribute to a business that values its employees, Castle Water is the perfect place to build a career in the utilities sector.
Interested in joining our team? Explore our latest vacancies and start your career with Castle Water today.
