At a Glance
- Tasks: Manage complex customer complaints and ensure fair outcomes across multiple channels.
- Company: Join one of the largest water retailers in the UK with a supportive culture.
- Benefits: Salary of £30,000 plus bonus, 31 days leave, gym membership, and employee discounts.
- Other info: Inclusive workplace committed to diversity and continuous improvement.
- Why this job: Make a real difference for customers while growing your career in a dynamic environment.
- Qualifications: Strong communication, analytical skills, and experience in complaints handling.
The predicted salary is between 30000 - 36000 £ per year.
About the role
Known internally as a Customer Resolution Case Owner, you’ll handle complex customer complaints end-to-end, ensuring fair, timely and high-quality outcomes across multiple channels, including senior escalations (e.g. CEO office, regulators, MPs).
Key responsibilities:
- Own complaints from initial contact through to resolution
- Conduct thorough investigations and root cause analysis
- Decide appropriate outcomes and redress in line with policy
- Manage your caseload effectively to reduce backlogs and aged cases
- Collaborate with internal teams and stakeholders to gather insights and challenge constructively
- Identify trends and share insights to drive continuous improvement
- Ensure compliance with regulatory requirements, policies and SLAs
- Maintain accurate records and clear audit trails
- Support team development through peer reviews or deputising where needed
About you
You’re an experienced complaints professional who can confidently manage complex cases and deliver fair, balanced outcomes.
You’ll bring:
- Strong written and verbal communication skills
- Confidence handling sensitive or challenging conversations
- Excellent organisation and ability to manage a varied caseload
- Strong analytical and decision-making skills
- Ability to justify outcomes, including financial redress decisions
- A proactive, ownership mindset with the ability to work independently
- A collaborative approach and ability to build relationships across teams
- Openness to feedback and a focus on continuous improvement
- High levels of integrity, fairness and attention to detail
Desirable:
- Experience in a regulated environment (e.g. utilities)
- Understanding of complaints handling best practice
Above all, you’re motivated to deliver the right outcomes for customers and improve their overall experience.
What’s in it for you?
You’ll be a key team player in one of the largest water retailers in the UK, with lots of benefits and the chance to grow your career.
- Salary of £30,000 plus bonus up to 20%
- Attractive pension plan
- 31 days annual leave and six bank holidays
- Monday to Friday based in our office within Edinburgh Park.
- 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.
How to make this job all yours
We’re looking to welcome exceptional people into our fantastic, high-performing team so if you think this job is for you, we’d love to hear from you. To apply, please click the ‘Apply’ button at the bottom of this page, and send us a copy of your CV. The closing date for applications is 30 June 2026.
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.
Manager - Data Management in Edinburgh employer: Business Stream
At Business Stream, we pride ourselves on being an exceptional employer, offering a supportive and inclusive work environment in the heart of Edinburgh Park. With a competitive salary, generous benefits including 31 days of annual leave, and opportunities for career growth, we empower our employees to thrive while making a positive impact in the water retail sector. Join us to be part of a dynamic team that values integrity, collaboration, and continuous improvement, ensuring that every day brings new challenges and rewards.
StudySmarter Expert Advice🤫
We think this is how you could land Manager - Data Management in Edinburgh
✨Join Compliance Communities
Get involved in compliance and risk communities — both online and offline. Look for forums, LinkedIn groups, or even local meetups where compliance pros hang out. You never know who might drop a job opportunity your way!
✨Attend Industry Conferences
Keep an eye out for compliance and risk management conferences and workshops in your area. These events are a goldmine for networking, and they often have job boards or recruiters on-site looking for new talent. Plus, it’s a chance to learn what's trending in the field.
✨Leverage Your University Career Services
If you’ve recently graduated or are still studying, head over to your university's career services. Many companies, including those in compliance, actively recruit fresh talent through these services, so make sure you tap into that resource.
✨Showcase Your Knowledge Online
Start writing articles or blog posts about compliance topics that interest you. Share them on platforms like LinkedIn to demonstrate your knowledge and passion. This not only builds your presence in the field but can also catch the attention of companies like Business Stream looking for candidates who are engaged and informed.
We think you need these skills to ace Manager - Data Management in Edinburgh
Some tips for your application 🫡
Show Your Understanding of Compliance:In the compliance-risk field, it's super important to showcase your understanding of regulations and risk management frameworks. Highlight any relevant coursework, certifications (like ICA or AML), or even projects that demonstrate your knowledge and commitment to this area. We want to see how you can navigate this complex landscape!
Quantify Your Achievements:When detailing your experience, try to quantify your achievements. For example, if you've previously worked on a project that improved compliance metrics or reduced risk exposure, give us the numbers! This data-driven approach really stands out to hiring managers in compliance-risk roles.
Tailor Your CV to Reflect Relevant Skills:Make sure your CV highlights skills that are particularly relevant to compliance, like attention to detail, analytical thinking, and report writing. Ensure these are easy to spot – consider using bullet points to break down your responsibilities and achievements for maximum impact!
Craft a Motivating Cover Letter:In your cover letter, let us know why you’re excited about the compliance-risk role at Business Stream. Share what motivates you about compliance, and how you believe you can contribute to our mission. This is your chance to showcase not only your skills but also your passion for this important field!
How to prepare for a job interview at Business Stream
✨Master the Regulations
Brush up on key compliance regulations relevant to the industry you're applying to. Familiarising yourself with specific laws and frameworks used in your field will give you an edge during technical questions. Show that you’re not just aware of them but can also apply them—think real-life scenarios!
✨Show Your Analytical Skills
Compliance roles really focus on analytical skills, so be prepared for case studies or situational questions during the interview. We've got to demonstrate how we approach risk assessments or compliance audits, possibly drawing on examples from past experiences or university projects. Bring some thoughtful case scenarios to discuss!
✨Know Your Tools
Get comfortable with commonly used compliance software and tools. Familiarity with platforms like RSA or MetricStream can really impress during your interview, as it shows you're ready to hit the ground running. If you’ve had any experience with them, make sure to highlight that!
✨Align with Company Culture
Since it's a full-time position, show your long-term commitment and interest in the company’s mission and values. Dive into how your ethics and professional philosophy align with Business Stream’s stance on compliance. A shared vision can really resonate with interviewers looking for fit as much as skill!
