Customer Complaints Case Handler

Are you a natural problem-solver with a passion for turning challenges into opportunities? Do you thrive on making things right for customers and driving real change? If so, we’d love to hear from you!

We’re on the lookout for a Customer Complaints Handler who’s ready to make a difference. This is more than just resolving issues‑it’s about listening, investigating, and helping shape a better experience for every customer.

In this role, you’ll be the reassuring voice and proactive partner for customers who’ve had a less‑than‑perfect experience. You’ll take ownership of complaints from start to finish—whether they come through our customer service centre, regulators, MPs, or directly from customers—working quickly and thoughtfully to understand what went wrong and how to make it right.

You’ll carry out detailed investigations, uncover root causes, and recommend fair resolutions that align with our policies. Along the way, you’ll collaborate with teams across the business to share insights, drive improvements, and help prevent future issues. You’ll also play a key role in managing complaint‑related debt suspensions and ensuring any financial redress is balanced and appropriate. With a strong focus on productivity, accuracy, and empathy, you’ll help us reduce backlogs and keep our customers informed and supported every step of the way.

We’re looking for someone with proven experience in handling customer complaints—someone who knows how to listen, investigate, and resolve issues with confidence and care. You’ll bring excellent communication skills, a calm and professional approach, and a genuine passion for delivering great customer outcomes. If you’re organised, curious, and thrive in a fast‑paced environment where every day brings a new challenge, this could be the perfect fit.

Join us and be part of a team that values feedback, celebrates progress, and puts customers at the heart of everything we do.

• Salary c. £30,000 DOE plus bonus up to 20%
• 31 days annual leave and six bank holidays
• Monday to Friday based in our office within Edinburgh Park
• Subsidised staff restaurant and free gym membership
• Employee discounts

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.

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 300 people, we provide a range of services including metering and billing, water efficiency support and, water and waste water management solutions.

We’re looking to welcome exceptional people into our fantastic, high‑performing team so if you think this job is for you, we’d love to hear from you.

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.