Job description:

About the role

As a Customer Resolution Case Owner, you will play a key role in delivering fair, timely, and high-quality resolution to customer complaints received across multiple channels, including telephone, written correspondence, and escalations from senior stakeholders such as the CEO’s office, regulators, or MPs. You will take full ownership of each case from initial contact through to resolution, ensuring customers feel heard, understood, and supported throughout the process.

You’ll conduct thorough end-to-end investigations, using root cause analysis to identify service failures and understand their impact on the customer. Based on your findings, you’ll determine appropriate resolution outcomes and redress in line with company policies, balancing customer fairness with commercial responsibility. A key part of your role will be ensuring cases are progressed efficiently to minimise backlog and aged complaints, while maintaining high standards of accuracy and attention to detail.

Collaboration is central to success in this role. You will work closely with internal teams, third parties, and stakeholders to gather information, challenge decisions where needed, and ensure the right outcomes are achieved. You’ll also share insights and trends from complaints to support continuous improvement, helping to identify opportunities to enhance processes, prevent future issues, and improve overall customer satisfaction.

In addition, you will contribute to maintaining strong governance and compliance by adhering to regulatory requirements, company policies, and service level agreements. You’ll manage associated administrative tasks, maintain accurate records, and ensure transparency and accountability in all decisions. As your experience grows, you may also take on additional responsibilities such as peer reviews, supporting colleagues, or acting as a deputy to the Team Manager

About you

You are an experienced complaints professional with a strong track record of managing complex customer cases across multiple channels. You bring excellent written and verbal communication skills, with the confidence to handle sensitive or challenging conversations and negotiate effectively to reach positive outcomes. You naturally build rapport with customers and colleagues, demonstrating empathy, emotional intelligence, and a genuine commitment to delivering excellent service.

Highly organised and detail-oriented, you are able to prioritise and manage a varied workload while maintaining accuracy and meeting performance targets. You are a strong critical thinker who can analyse information from multiple sources, make well-reasoned decisions, and clearly justify outcomes - particularly where financial redress is concerned. You are comfortable working independently, taking ownership of your cases, and using your judgement to determine the best course of action.

You also thrive in a collaborative environment, working effectively with colleagues across different teams to gather insights, resolve issues, and improve outcomes. You are open to feedback, willing to challenge constructively, and committed to continuous improvement - both in your own performance and in wider business processes.

With a strong sense of integrity, you approach each case with fairness, impartiality, and transparency, ensuring every customer is treated with respect and without bias. Experience within the utilities or a regulated environment will be highly valued, along with a good understanding of complaints handling processes and customer service best practice. Above all, you are motivated by making a positive difference for customers and contributing to a culture that puts them at the heart of everything.

What’s in it for you?

You’ll be a key team player in one of the largest water retailers in the UK, with lots of benefits and the chance to grow your career.

• Salary of £30,000 plus bonus up to 20%
• Attractive pension plan
• 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
• Salary sacrifice schemes including electric vehicles and 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.

How to make this job all yours

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. To apply, please click the ‘Apply’ button at the bottom of this page, and send us a copy of your CV. The closing date for applications is 31 May 2026.

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.

Desired skills: