Job Title: Quality and Compliance Team Leader
Location: Chandlers Ford / Remote (Mondays & Wednesdays on-site)
Salary: £29,592 per annum, plus a discretionary bonus of up to 10%
Hours: Monday – Friday, 40 hours per week
Join Utilita and lead the charge in elevating customer experience through quality and compliance leadership!
Lead with purpose—become our next Quality and Compliance Team Leader and drive service excellence from the inside out. This role involves leading a team committed to upholding the highest standards of quality, compliance, and customer care across telephony, live chat, and more.
What You’ll Be Doing
As a Quality and Compliance Team Leader, you will be responsible for monitoring, evaluating, and enhancing call performance across our UK & offshore contact centres. You will ensure interactions comply with internal policies, industry regulations, and customer service standards, while coaching your team to deliver high-quality feedback and support. Collaborating closely with the Quality and Compliance Manager and internal stakeholders, you will identify trends, risks, and opportunities for improvement, fostering a culture of accountability, excellence, and continuous improvement.
Who We’re Looking For
* Experience in a quality assurance or compliance role within a contact centre environment is advantageous.
* Ability to lead, inspire, and develop a high-performing team.
* Strong understanding of regulatory requirements and customer service best practices.
* Ability to act as a key escalation point for Customer Service Team Leaders, facilitating dispute resolution.
* A proactive, solutions-focused approach with a passion for delivering exceptional customer service.
* Proficiency in Microsoft Office, especially Word, Excel, and Outlook.
The Important Things!
Join a company that invests in your growth. Benefits include a structured bonus scheme, clear career development opportunities, 25 days’ leave plus bank holidays, private healthcare, mental wellbeing support, 24/7 GP and counselling services, tickets to top events, exclusive discounts, a paid volunteering day, and a generous pension contribution. We’re more than a workplace—we’re a place to thrive.
About Us
Founded in 2003, Utilita Energy was created to challenge the Big 6 energy suppliers by providing a fair, flexible service that benefits both customers and the planet. We support those who need it most, treat everyone equally, and are committed to innovation through smart technology. We aim to be a Net Zero business by 2030, driving sustainable change and encouraging small actions with big impacts.
Our core values are: Fairness, Smart, and Sustainability.
The Luxion Group includes Luxion Group Ltd, Utilita Energy Ltd, Luxion Sales Ltd, Utilita Field Services Ltd, Procode Technology Ltd, and Canary Care Global Ltd.
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