Key Account Advisor

Castle Water; United Kingdom; Hybrid; GBP 24,000 - 26,000; Full time

Benefits offered by this job

Company pension

Life insurance

Sick pay

Hybrid working

Cycle to work scheme

Job summary

Castle Water is hiring a Key Account Advisor to deliver outstanding customer service to our major water and wastewater customers. In this hybrid role, you will handle frontline contact by phone, email and webchat, resolving billing queries and supporting the Key Account team.

You will work closely with Account Managers, analyse data insights, and help keep CRM and billing systems up to date. We offer training, a pension, life insurance, and a supportive, career-advancing environment.

Qualifications

• Experience in frontline customer service is essential.
• Ability to explain things clearly and manage customer expectations.
• Familiarity with CRM systems and billing processes is a plus.
• Comfort with data analysis and using analytical insights to improve service.

Responsibilities

• Deliver outstanding customer service to Key Account customers via phone, email and webchat.
• Resolve issues on the spot, manage expectations and communicate solutions.
• Handle complex billing, water usage and charge validation for major customers.
• Analyse data to provide insights that matter to customers.
• Keep CRM and other key systems up to date for smooth operations.
• Support the Key Account Management team to improve efficiency and customer satisfaction.
• Handle metering and billing queries with confidence and accuracy.
• Build strong relationships by understanding needs and delivering right solutions.

Skills

Customer service

Problem solving

Communication

Data analysis

MS Office

Team player

Job description

Ready to put your customer service expertise and problem-solving skills to work? At Castle Water, we’re passionate about delivering exceptional service, and ourKey Account Advisorsplay a vital role in achieving that mission. In this fast-paced role, you’ll handle frontline customer contact via phone, email, and webchat, supporting our Key Account customers with a wide range of billing queries for water and wastewater services.

You’ll collaborate closely with our Key Account Managers and the wider Commercial Department to deliver solutions for major customers. This is more than just a job, it’s a chance to develop your skills, access excellent training opportunities, and progress your career in a dynamic and supportive environment.

• Salary – £24,349 to £25,500 per annum
• Company pension, life insurance and sick pay
• Monday – Friday with hybrid working, so your weekends are all yours
• Cycle to work Scheme

What you'll be doing

• Deliver award-winning customer service to our Key Account business water customers
• Take charge and solve problems fast, managing customer expectations and resolving issues on the spot
• Tackle big challenges with major customers—think complex billing, water usage, waste treatment, and charge validation—all using cutting-edge systems
• Dive into data, providing analysis and insights that matter to our customers
• Keep things running smoothly by updating our Commercial Relationship Management and other key systems
• Be the go-to support for our Key Account Management team, making their jobs easier and our customers happier
• Handle metering and billing queries with confidence and expertise
• Build strong relationships by understanding customer needs quickly and delivering the right solutions first time, every time

What you'll bring to the role

• A can-do attitude with a drive to learn and grow
• Calm under pressure – you thrive in a fast-paced, challenging environment
• Computer literate with experience of Microsoft products
• Strong communication skills – you’re great at explaining things clearly
• A team player who’s also happy to take the lead on individual tasks

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 that’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 company that’s dynamic, forward-thinking and values-driven, Castle Water is the place for you.

It’s been an incredibly rewarding experience

We’re committed to making the process as smooth and accessible as possible. If you need any additional support or reasonable adjustments, please let us know. You can reach us by calling 01250 718700 or emailing [e-mail].