CUSTOMER RESEARCH ADVISOR
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.
Perks you’ll enjoy
- Competitive salary: £24,349 - £26,000 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
What you’ll be doing
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.
What You’ll Bring to the Role
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).
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.
Job Types: Full-time, Permanent
Pay: £24,349.00-£26,000.00 per year
Benefits:
- Company pension
- Cycle to work scheme
- Life insurance
- On-site parking
- Sick pay
Work Location: Hybrid remote in Blairgowrie PH10 6SZ
