Meter Reader (Scotland)

The Meter Reader role is central to our activities and provides an opportunity to use a range of relevant skills. The role will cover an area in Scotland, which is largely defined, but subject to change based on business requirements. The main responsibilities include route planning, locating and reading customers’ water meters to a set schedule, performing site visits for data gathering and disconnection activities, answering customer questions and collecting payments on-site, and reporting back to the office on a daily basis to assist with our customer service and billing activities.

Reporting to the Customer & Market Resolutions Team Leader, the Metering & Revenue Officer will work closely with the Customer & Market Resolutions Team members as well as other relevant areas of the business.

Utilising local knowledge and the ability to visit sites in person, this role provides access to essential information for the production of accurate customer bills, from obtaining ad-hoc reads to check for usage anomalies, to helping customers and office staff understand the water and wastewater services being delivered on-site. There may also be the requirement to assist with the collection of over-due payments, either directly (e.g. collecting cash or performing disconnection activities) or indirectly (e.g. providing site information for court action). Basic knowledge of our billing systems and market obligations are required for this role as it covers far more than simply reading meters.

This role is suited to individuals with enthusiasm, confidence, who enjoy problem-solving, are target driven and take pride in being the ‘face’ of the business by delivering great customer service.

• Understand the monthly meter read requirements and using this create an effective route plan for each day, maximising the number of reads that can be taken each day in a safe manner.
• Read each meter and then complete and return the meter read sheets at the end of the day following the correct process.
• Perform ad-hoc site visits to take meter reads, assist customers with queries, take payments, or gain relevant data such as occupancy status and tenant information. This list is not exhaustive.
• Understand our charges and invoicing to assist customers should they require help at the time of the visit.
• A full driving license is required as a company vehicle will be used to carry out the daily duties.
• Build rapport, identify customer needs quickly, efficiently, and proactively to deliver excellent customer service.

• Work collaboratively with team members to ensure more complex customer queries are investigated thoroughly and resolved.
• Drive with due attention and care whilst out on the road, considering Castle Water’s reputation at all times.
• Report any and all anomalies with company data to the office to be investigated and resolved.

• Assist and collaborate with all other areas of the business when required, supporting the in resolving issues and queries.
• Opportunity for involvement in improvement of business processes.
• Manage workload effectively ensuring all tasks are completed within given timescales.
• You will be expected to carry out any other duties that may reasonably be required in line with your main duties.

• Previous experience in in a similar role would be preferential but is not required
• Must be commercially aware with a track record of consistently achieving and exceeding targets
• Strong problem-solving skills with the ability and resilience to deal with challenge and ambiguity
• Excellent interpersonal and communication skills

• Competent in all Microsoft office packages including Excel, office 365

• Must be a strong team player, with the ability to work collaboratively across functions and departments

• Must have strong communication skills with the ability to communicate effectively both internally and externally

• Ability to work under pressure and to meet tight deadlines
• Must have strong logical and analytical skills, an inherent problem solver
• Full driving license required
• This role has a considerable level of physical activity such as lifting heavy meter lids and the use of various equipment.