As a Customer Resolution Case Owner, you'll play an important role in resolving telephone and written customer complaints, making sure customers are listened to, supported and given clear outcomes. You'll investigate complaints fully, identify where service has fallen short, and work with colleagues across the business to agree fair resolutions and redress in line with Business Stream policy.
You'll also help reduce aged complaints and complaint backlogs by progressing cases quickly and effectively, keeping accurate records, managing debt suspend linked to complaints, and sharing root cause insights that support continuous improvement and help prevent repeat issues for customers.
About you
We're looking for someone with dedicated complaints handling experience, strong written and verbal communication skills, and the confidence to manage difficult conversations with customers, wholesalers and internal teams. You'll bring strong attention to detail, critical thinking, time management and prioritisation skills, with the ability to investigate issues thoroughly and make balanced, customer-focused decisions.
You'll be empathetic, impartial and commercially aware, comfortable working to clear processes and service levels while keeping the customer experience at the heart of what you do. Knowledge of the water or utilities industry would be beneficial, along with the ability to work independently, collaborate across departments and contribute positively to continuous improvement.
What's in it for you?
- Salary up to £31,000 plus bonus up to 20%
- Attractive pension plan
- Monday to Friday based in our office within Edinburgh Park.
- 31 days annual leave and six bank holidays
- Subsidised staff restaurant and free gym membership
- Employee discounts
Why we're the right fit
We're passionate about providing a great place to work, where our colleagues feel trusted, valued, supported and empowered, whatever their background or role. And we're committed to providing an inclusive workplace that welcomes and promotes diversity and provides equal opportunities for everyone. In everything we do, we're driven to make a positive difference, and always strive to do the right thing by our customers, our people, our local communities and the environment. Life at Business Stream is fast-paced and exciting, where no two days are the same.
Who we are
Business Stream is one of the largest water retailers in the UK and a trusted service provider to over 300,000 business customers. With over 17 years' experience of operating in a competitive water market - longer than any other retailer - we're the chosen service provider for businesses and organisations ranging from small corner shops to large industrial estates. Headquartered in Edinburgh and employing around 350 people, we provide a range of services including metering and billing, water efficiency support and, water and waste water management solutions.
A Disability Confident Committed Employer
If you consider yourself to have a disability, we encourage you to disclose that as part of your application. That means we can provide the necessary support and use your unique talents effectively.
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Customer Resolution Case Owner employer: Business Stream Ltd
At Business Stream, we pride ourselves on being an excellent employer, offering a dynamic work environment in the heart of Edinburgh. As a Cash Assistant, you'll enjoy competitive benefits including a salary of up to £26,500, 31 days of annual leave, and opportunities for career growth within one of the UK's largest water retailers. Our inclusive culture fosters collaboration and empowers employees to make a positive impact, ensuring that every team member feels valued and supported.
