Complaints Case Manager

About the role

Known internally as a Customer Resolution Case Owner, you’ll handle complex customer complaints end-to-end, ensuring fair, timely and high-quality outcomes across multiple channels, including senior escalations (e.g. CEO office, regulators, MPs).

Key responsibilities

Own complaints from initial contact through to resolution

Conduct thorough investigations and root cause analysis

Decide appropriate outcomes and redress in line with policy

Manage your caseload effectively to reduce backlogs and aged cases

Collaborate with internal teams and stakeholders to gather insights and challenge constructively

Identify trends and share insights to drive continuous improvement

Ensure compliance with regulatory requirements, policies and SLAs

Maintain accurate records and clear audit trails

Support team development through peer reviews or deputising where needed

About you

You’re an experienced complaints professional who can confidently manage complex cases and deliver fair, balanced outcomes.

You’ll bring

Strong written and verbal communication skills

Confidence handling sensitive or challenging conversations

Excellent organisation and ability to manage a varied caseload

Strong analytical and decision-making skills

Ability to justify outcomes, including financial redress decisions

A proactive, ownership mindset with the ability to work independently

A collaborative approach and ability to build relationships across teams

Openness to feedback and a focus on continuous improvement

High levels of integrity, fairness and attention to detail

Desirable

Experience in a regulated environment (e.g. utilities)

Understanding of complaints handling best practice

Above all, you’re motivated to deliver the right outcomes for customers and improve their overall experience.

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.