Customer Service Advisor

Looking for a role with work‑life balance and no weekend shifts? We’re looking for proactive, confident problem‑solvers who can take ownership of tasks and make decisions. If you love helping people and want to grow your career in a supportive, fast‑paced environment, this could be the job for you.

As a Customer Service Advisor, you’ll handle customer queries via telephone, our online portal and email, delivering clear, helpful, and accurate responses. Customer Service Advisors are the first point of contact for most customers and should therefore bring enthusiasm and confidence to the role. The role will report to the Customer Services Team Leader in our office in Ayr, and will regularly collaborate with all other teams across the business.

Salary: £24,345 per year

Benefits:

• Company pension, life insurance and sick pay
• Cycle‑to‑work scheme and on‑site parking
• Monday to Friday schedule, so your weekends are all yours

What you'll be doing:

• Deliver excellent customer service to our customers via phone, email or webchat, managing their expectations effectively and resolving issues at the first point of contact where possible.
• Build rapport, identify customer needs quickly, efficiently, and proactively to maintain exceptional customer service standards.
• Understand and review customer bills, taking ownership of customer queries and following them through to resolution.
• Contribute towards the customer retention rate by onboarding new customers via change of tenancies and newly created supply points.
• Identify the best solutions for both Castle Water and the customer.
• Work collaboratively with team members to ensure more complex customer queries are investigated and resolved.
• Assist and collaborate with all other areas of the business when required, supporting them with queries.
• Identify opportunities for automation and improvement of business processes.
• Manage workload effectively ensuring all tasks are completed within given timescales.
• Carry out any other duties that may reasonably be required in line with your main duties.

What you'll bring to the role:

• Previous Customer Service experience in a similar role is desirable.
• Strong problem‑solving skills with the ability and resilience to deal with challenge and ambiguity.
• Competent in all Microsoft office packages including Excel, Office 365.
• Strong team player, with the ability to work collaboratively across functions and departments.
• Strong communication skills, with the ability to communicate effectively both internally and externally.
• Ability to work under pressure and to meet tight deadlines.
• Strong logical and analytical skills, an inherent problem solver.

Castle Water is redefining the utilities sector as one of the fastest‑growing and most successful companies in the UK. Guided by our core values of fairness, transparency, tenacity and being supportive, we deliver outstanding service to a diverse range of customers, including some of the UK’s largest companies and public sector organisations. We believe in putting people first. Whether it’s creating positive interactions with our customers or fostering a supportive workplace culture, our commitment to fairness and transparency ensures we build lasting relationships with our customers. With over 20,000 5‑star Trustpilot reviews, our reputation is built on trust and excellence. We tackle every challenge with tenacity and a dedication to doing what’s fair and right.

Our head office in Blairgowrie, Perthshire, is located within easy reach of Perth and Dundee. As a company embedded in the local community, we actively participate in events that reflect our supportive values. We also have offices in Brentford, London, and Ayr, offering plenty of opportunities to join our growing team. If you’re looking for a company that’s dynamic, forward‑thinking and values‑driven, Castle Water is the place for you.

You can reach us by calling 01250 718700 or emailing careers@castlewater.co.uk.