Onboarding Adviser

Business Stream; Gogar; On-site; GBP 27,000 - 29,000; Full time

Benefits offered by this job

10% bonus potential

Pension plan

31 days annual leave + bank holidays

Subsidised staff restaurant

Free gym membership

Employee discounts

Salary sacrifice cycle to work

Job summary

Business Stream is seeking an Onboarding Adviser based at our Edinburgh Park office to own customer account information and ensure onboarding and offboarding are accurate, efficient, and timely. You will handle transfers, occupancy changes, new connections, disputes and inquiries, working with customers, wholesalers and colleagues to maintain records and deliver a high-quality service.

The role prioritises process improvement, regulatory compliance and data protection, in a busy environment.

Qualifications

• Experience in a customer service environment.
• A proven ability to manage and enhance the customer experience.
• Strong time management to meet deadlines and KPIs.
• Experience using billing or case management systems.
• Strong problem solving, accuracy and attention to detail.
• Confident communication and relationship-building skills.
• Proficiency in Microsoft Word and Excel.

Responsibilities

• Take ownership of customer account information and ensure onboarding and offboarding are accurate and timely.
• Handle transfers, occupancy changes, new connections, supply disputes and inquiries.
• Collaborate with customers, wholesalers and colleagues to maintain records and deliver a high-quality service.
• Identify opportunities to improve processes while ensuring regulatory and data protection compliance.

Skills

Customer service

Billing systems

Time management

Communication

Problem solving

Collaboration

Word & Excel

Tools

Microsoft Word

Microsoft Excel

Job description

As an Onboarding Adviser, you'll take ownership of customer account information and help ensure customers are onboarded and offboarded accurately, efficiently and within agreed timescales. You'll manage a varied workload across activities such as transfers, changes of occupancy, new connections, supply disputes and customer enquiries, working closely with customers, wholesalers and colleagues to maintain accurate records and deliver a high-quality service. You'll also identify opportunities to improve our processes and add value for customers, while ensuring all activity meets operational, regulatory and data protection requirements.

About you

• Previous experience of working in a customer service environment
• A strong understanding of how to manage and enhance the customer experience
• The ability to organise and prioritise your workload to meet deadlines and KPIs
• Experience of using billing or case management systems
• Strong problem-solving skills, accuracy and attention to detail
• Confident communication and relationship-building skills
• Competence in Microsoft Word and Excel
• A flexible, collaborative approach to supporting team and business priorities

What's in it for you?

• Starting salary of £26,750 increasing to £28,660 once training is complete
• 10% annual bonus potential
• Attractive pension plan
• Monday to Friday based in our office within Edinburgh Park.
• 31 days annual leave and six bank holidays
• Subsidised staff restaurant and free gym membership
• Employee discounts
• Salary sacrifice schemes including cycle to work

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.

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

The closing date for applications is 21 October 2026.