Customer Service Advisor

**Castle Water, Customer Service Advisor, Blairgowrie**

Are you looking for a role that offers an excellent work/life balance, with no evening or weekend work required? Are you passionate about Customer Service and looking for an exciting new role?

**Key details**:

- 35 hours per week, Monday to Friday, 9am - 5pm
- Starting salary between £22,000 and £25,000, based on experience
- Hybrid working - Currently 2 days in the office, 3 days at home but this may change to meet the company needs.
- 28 days holiday, increasing with length of service to a maximum of 33 days
- Company sick pay scheme
- Modern offices in Blairgowrie with free parking, excellent transport links, and complimentary tea/coffee
- All IT equipment provided
- Excellent pension and life insurance as standard
- Comprehensive induction with ongoing support
- Opportunities for career development and progression

**About the role**

As a Customer Service Advisor, you will be responsible for handling customer queries and managing cases through our innovative customer portal. Your focus will be on delivering clear, accurate, and helpful written responses. You will manage a variety of customer enquiries while maintaining high service standards. During peak periods, you may also assist with inbound calls to help manage overall customer demand.

You will receive thorough training to equip you with the knowledge and skills needed to excel in the role. We place great emphasis on attention to detail, accuracy, and effective written communication to ensure our customers receive the highest level of service. You will be joining a friendly, supportive team that values collaboration and continuous learning.

This role will allow you to develop new skills while making the most of your existing abilities. We are committed to supporting our employees' career growth and offer many opportunities for those who are eager to progress within the company.

Our workplace is fast-paced and energetic, offering you the chance to grow and acquire skills that are transferable across different business areas. We are looking for individuals who are proactive, confident, and capable of taking responsibility for decision-making and case resolution independently.

**Key responsibilities**:

- Deliver exceptional customer service to business water customers, primarily through written communication using our cutting-edge customer platform.
- Respond to metering and billing queries in writing, ensuring responses are accurate and easy to understand.
- Manage customer expectations and aim to resolve issues at the first point of contact.
- Build rapport, quickly identify customer needs, and provide the best solutions for both the customer and Castle Water.
- Liaise with third parties on behalf of customers to ensure seamless service.

**Key skills and experience**:

- A passion for delivering excellent customer service.
- Proven experience in a customer service role, with the ability to build strong relationships with customers and colleagues.
- Excellent written communication skills with an eye for detail.
- Good phone manner and ability to communicate clearly when required.
- Organisational skills, including the ability to multitask and prioritise workloads effectively.
- Strong negotiation skills and problem-solving abilities.
- Proficiency in Microsoft Excel, Word, and Outlook preferred but not required.

If you’re excited about joining a supportive team and are passionate about customer service with a strong focus on written communication, we would love to hear from you

**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.

We offer a “hybrid” model utilising a combination of working from our offices in Blairgowrie, and remotely (i.e., working from home) based on business requirements.

**Job Types**: Full-time, Permanent

Pay: £22,000.00-£25,000.00 per year

**Benefits**:

- Company pension
- Cycle t