We have an exciting opportunity for a Complaints Handler to work in a fast-paced environment. The role requires you to liaise with multiple internal departments to identify, respond and resolve customer complaints at Stage 1 of our complaints procedure. The Complaints Handler must demonstrate excellent written skills, active listening, empathy, problem solving skills, strong communication and organisational skills.  The candidate should have previous experience in a similar role.Castle Water is one of the fastest growing and most successful companies in the utilities sector.We have exciting opportunities available for enthusiastic and customer-centric individuals seeking a new career in the water market.Castle Water aims to deliver the best customer service in the sector.Creating positive interactions in the workplace and between our employees and our customers will help ensure our company continues to draw new and retain existing customers.Castle Water has a track record of providing excellent customer service, and of developing innovative approaches to utility supply.We have more 5* reviews on Trustpilot than all other water retailers combined.We pride ourselves on being transparent and treating customers fairly.Our head office is based in Blairgowrie, Perthshire, within easy commuting distance of both Perth and Dundee.Key ResponsibilitiesDelivering fair and consistent outcomes for customers who have made a complaint to usThoroughly investigate customer complaints and ensure they are resolved and communicated in a professional and proficient manner in line with company proceduresManage workload effectively ensuring all cases are completed within set timescalesThe ability to liaise with wholesalers when requiredKey Skills & Experience:Previous experience within a busy transactional call/contact centre environment such as utilities, finance, customer services and telecoms is preferred – this should include experience in handling complaintsStrong customer management and relationship engagement skills (both internally and externally) required, with the ability to handle conflict and manage resolutionExcellent phone manner with clear communication skills and the ability to build rapport with customers and colleaguesAbility to display assertiveness in responding to contact from customers with an excellent phone mannerStrong analytical skills with the ability to understand complex issues and develop an understanding of the legal and the regulatory framework in the water sectorMeticulous attention to detail, with a strong background in drafting and preparation of professional written documentsExceptional organisational skills and attention to detail, with the ability to prioritise workload and to work in a fast-paced and challenging environmentAbility to work, and flourish, in a high pressure, challenging and fast paced environment, working to tight deadlinesSelf-motivation and the ability to manage your own workload to achieve resultsMicrosoft Office, including Excel, and systems experience essentialNO AGENCIES PLEASE