Customer Service Advisor/administrator

We are offering an opportunity to join our **Customer Services Team based in Ayr** on a permanent employment contract.

Managing customer communications is the chief responsibility of the **Customer Service Advisor**, interacting directly with potential, new, existing, and former customers. The **Customer Service Advisor** is responsible for addressing customer needs, ensuring they have a good experience, answering queries, resolving problems, and, where necessary, escalating issues to other departments or to management.

The **Customer Service Advisor** must demonstrate active listening, empathy, problem solving skills, and strong communication skills.

We can promise you a hardworking and lively environment which will equip you with skills that could be used across many areas of the business. You can expect to be part of a collegial and supportive team, with a strong emphasis on knowledge-sharing, continuous learning, mutual respect, and personal development. We will ask a lot of you, and in return, opportunities for advancement in our company are available for those who put in the effort. We value our people and love to watch them develop and advance in their careers with us.

When we offer you a post, we will help and support you in your work, but be prepared to learn through doing the role as much as undergoing formal training. These posts are for applicants with confidence and initiative as well as the maturity required to take responsibility and make decisions and be confident of their own abilities and potential.

**Required Skills**:

- Passionate about delivering excellent Customer Service
- Excellent phone manner with exceptional communication and clear written skills
- Attention to detail and accuracy essential
- Strong organisational skills with the ability to prioritise workload and multitask
- Computer literate with experience of Microsoft Excel, Word and Outlook

**Role Responsibilities**
- Deliver excellent customer service to our business water customers
- Manage customer expectations effectively and resolve issues at the first point of contact
- Build rapport, identify customer needs quickly, and efficiently and proactively deliver the best solution for Castle Water and the customer
- Liaise with third parties on behalf of customers
- Computer literate with experience of Microsoft Excel, Word and Outlook
- Excellent interpersonal skills, with ability to communicate effectively at all levels by appropriate means
- Highly organised with ability to plan, prioritise and work to deadlines
- Meticulous attention to detail
- Flexible with a positive attitude, ability to work both collaboratively and autonomously
- Ability to work in a challenging and fast-paced environment

**About the Company**

Castle Water is one of the fastest growing and most successful companies in the utilities sector. Our customers include some of the largest companies and public sector bodies in the UK

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. Not only have we just achieved our 15,000th 5* Trust Pilot review, but we are also winners of the recent Customer Service Excellence Award for the Perthshire Chamber of Commerce Business Star Awards.

Castle Water has a track record of providing excellent customer service, and of developing innovative approaches to utility supply. We have more 5* reviews on Trustpilot than all other water retailers combined. 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. **This advertised role will be based at our offices in Ayr (located in the town centre)**

**Salary**: £18,000.00-£22,000.00 per year

**Benefits**:

- Company pension
- Cycle to work scheme
- Free parking
- Life insurance
- On-site parking
- Referral programme
- Sick pay

Schedule:

- Monday to Friday

COVID-19 considerations:
All employees must adhere to any restrictions/recommendations in the workplace

Ability to commute/relocate:

- Ayr, KA7 2AY: reliably commute or plan to relocate before starting work (required)