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Your new companyHays are delighted to be working with Castle Water on the opportunity to join them at their Blairgowrie HQ. Castle Water is one of the fastest growing and most successful companies in the utilities sector. Their 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 their employees and customers helps ensure the company continues to draw new and retain existing customers. Castle Water just achieved their 15,000th 5* Trust Pilot review; more than all other water retailers combined.Castle Water pride themselves on being transparent and treating customers fairly, something which was recognised when winning the Customer Service Excellence Award for the Perthshire Chamber of Commerce Business Star Awards.The head office is based in Blairgowrie, Perthshire, within easy commuting distance of both Perth and Dundee. Castle Water are proud to be embedded in the local community and participate in many local events and activities. Other office locations are London (Brentford - a short drive from Heathrow) and in Ayr, Ayrshire.Your new roleThe Complaints Team is a hardworking and lively environment which will equip you with skills that could take you anywhere across the Castle Water business. You can expect to be part of a collegial and supportive team, with a strong emphasis on knowledge-sharing, continuous learning, mutual respect, and personal development.This role is a post for someone with confidence and initiative as well as the maturity required to take responsibility and make decisions and be confident of your own abilities and potential. On a day-to-day basis, you will utilise internal systems to record and then investigate complaints. You will look to resolve swiftly and effectively, suggesting remedial actions, always with a customer-first mindset. A core element of the role is liaising with customers, either via telephone or email, harnessing your customer service and communication skills to build rapport and reach a satisfactory outcome.What you'll need to succeedYou should thrive working in a fast-paced, challenging environment, working to deadlines requiring very strong organisational skills, and the ability to cope with competing demands, prioritising effectively.You must have strong communication skills, be able to liaise with customers, wholesalers, staff, colleagues, and the regulator. Dealing with customers, you must be able to blend approachability with a clear, confident and measured response. Responding to complaints via email will also require excellent written skills and attention to detail. What you'll get in returnThe position offers a highly competitive salary, along with a day-time shift pattern of Monday-Friday, 9am-5pm. The company offers a strong pension scheme, as well as the option for hybrid working. You will join a true market leading employer, who put their customers first, and have an excellent track record of internal employee progression.What you need to do nowIf you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion on your career.
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