Complaints Case Manager
About the role
As a Complaints Case Manager (known internally as 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
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
- Experience in a regulated environment (e.g. utilities)
- Understanding of complaints handling best practice
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
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 Thursday 25 June 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.
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