At a Glance
- Tasks: Manage complex customer complaints and ensure fair outcomes across various 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?
- 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, Financial 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 competitive salaries, generous annual leave, and a commitment to employee development, we empower our team members to thrive while making a positive impact on our customers and communities. Join us to be part of a dynamic team where your contributions are valued and your career can flourish.
StudySmarter Expert Advice🤫
We think this is how you could land Manager, Financial Management in Edinburgh
✨Tap into Campus Networks
If you're still in uni, don’t forget to engage with your campus's career services and attend finance-related events. Banks often do presentations and recruitment drives on campus, so put yourself out there and make use of these opportunities to show off your passion for the field.
✨Get Certified
Consider pursuing relevant certifications like the CFA or ACCA while you’re job hunting. They not only beef up your CV but also connect you with professional bodies which can lead to networking opportunities and even job openings in banking and financial services.
✨Connect on Professional Platforms
Join finance-focused groups on platforms like LinkedIn and engage in discussions. This can really help you stand out from the crowd, allowing potential employers to see your knowledge and interest in industry trends. Plus, you might stumble upon job postings shared exclusively within the group.
✨Apply Directly and Be Proactive
Don’t shy away from reaching out directly to firms like Business Stream. Use their websites and apply through them, but also consider following up with a polite email to express your enthusiasm. Being proactive can make a huge difference in getting noticed in the competitive financial services sector.
We think you need these skills to ace Manager, Financial Management in Edinburgh
Some tips for your application 🫡
Show Off Your Numbers!:In the banking and financial services world, quantifiable achievements are key. Make sure your CV highlights your grades in relevant subjects, any financial certifications you hold, and specific projects where you've delivered measurable results. Employers love to see how your skills translate into real-world success.
Tailor Your Cover Letter to the Role:When applying for a full-time position, your cover letter should make a direct connection between your experience and the job description. Don't just state your enthusiasm for finance—dive into how your background in banking or financial analysis sets you apart. Let your passion shine through while being specific about what you can bring to Business Stream.
Include Relevant Financial Software Experience:If you've worked with financial modelling tools or software like Excel, SAP, or specific analytical tools during your studies or internships, bring that up! Highlighting your proficiency can really make your application pop and show you're ready to hit the ground running in a full-time role.
Research and Reflect:Before hitting that 'apply' button on Business Stream's website, do a little digging. Look up their recent projects, values, and culture. Reflecting their ethos in your application can make a huge difference and show you’re genuinely interested in being part of the team!
How to prepare for a job interview at Business Stream
✨Brush Up on Financial Analysis Skills
Make sure you're well-versed in financial concepts and analytical techniques relevant to banking and financial services. Get comfortable with tools like Excel for modelling or financial forecasting, as technical questions in this area are common during interviews with Business Stream.
✨Prepare for Case Studies
Expect to tackle case studies that demonstrate your problem-solving skills in real-world banking scenarios. Familiarise yourself with the types of problems you might face—think risk assessments or investment evaluations—and be ready to articulate your thought process clearly.
✨Show Your Passion for Finance
Since this is a full-time position, employers at Business Stream will be keen to see your genuine interest in finance. Be prepared to discuss recent industry trends or news articles that excite you, showcasing your enthusiasm and engagement with the field.
✨Network with Industry Professionals
Before your interview, reach out to current or former Business Stream employees on platforms like LinkedIn. They'll offer unique insights into the company's culture and the interview process, which can give us a delightful edge in showcasing a good fit for the team.
