Job Title: Complaints Agent
Location: Chandlers Ford/ Remote (Hybrid after 8 weeks onsite training)
Salary: £29,904 plus earning up to a 5% bonus.
Hours: Monday - Friday (08:00 - 17:00 or 09:00 - 18:00)
Sponsorship: Unfortunately, we are unable to offer sponsorship for this role.
Founded in 2003, Utilita Energy was created to improve the way people experience energy, putting customers at the centre of every decision. Challenging the Big 6, we built our business around delivering a fairer, more flexible service that supports customers to feel informed, in control, and confident about their energy us age and costs.
Listening to our customers is fundamental to how we work, which is why fairness isn't just a value us; It's how we resolve issues, learn from feedback, and continuously improve. As pioneers of Britain's smart meter revolution, we've empowered customers with clearer insight and smarter technology.
As a Complaints Handler, you'll be the trusted voice our customers rely on through listening with empathy, restoring confidence, and ensuring fair outcomes when things haven't gone as expected.
What does this role involve?
Working to Ofgem regulations and Utilita's internal standards, you'll manage complex complaints. Your focus will be on delivering fair, compliant resolutions that put customers first, while meeting all regulatory and quality expectations.
Your focus will always be on putting the customer first, delivering a supportive and high-quality service across a range of channels including phone, email, letters and WhatsApp.
You'll take full ownership of each case, listening to our customers and carefully exploring their concerns to find meaningful resolutions. By understanding what's gone wrong and why, you won't just help put things right for the individual, but you'll also help us learn, improve our processes, and reduce the chance of the same issues happening again.
W ho are we looking for?
You'll be customer focused, empathetic, and confident communicating through multiple methods of interacting with customers. Therefore, previous experience in a phone based or complaints handling role would be desirable.
You will bring a thoughtful approach, strong attention to detail, and a resilient mindset, along with a genuine commitment to continually enhancing the customer experience
What we can offer you
Bonus Scheme - we offer a structured bonus scheme which is made up of personal and business elements.
Career progression - we want our staff to build up and grow their careers with us. To help you achieve this, we offer training or a clear progression pathway to help you achieve your goals, which is why we have been ranked in the UK's top 40 'Best Workplace for Development' 2024 awards.
Win tickets! - we run exciting competitions to win tickets to shows across the country at our sponsored arenas, which include Cardiff, Sheffield, Newcastle and Birmingham! As well as access to tickets at various sporting arenas in the UK, including cricket at the Utilita Bowl!
Time off - we all need time off to recharge the batteries. We give our staff access to 25 days annual leave plus bank holidays.
On site gym - Our Chandlers Ford office offers access to a free, fully equipped onsite gym, along with showers and changing facilities.
Wellbeing - your wellbeing is very important to us, we give access to you and one other to our partnered Unmind App, where you can watch or listen to videos and podcasts or get hints and tips to understand and improve on your mental wellbeing.
Health care scheme - this includes dental, eye care, treatments such as MRI scans and diagnostics health consultations, making it quicker and easier to get a diagnosis!
Employee Assistance Programme - giving you access to a dedicated GP line making a GP appointment quicker, counselling support, legal and financial advice 24/7 365 days a year.
Exclusive packages - we have access to a range of discounted offers for home Sky TV and broadband packages.
Giving back - we offer all our staff a paid volunteering day every year to give back to the community. Plus, the chance to be involved in various fund-raising opportunities.
Death in service - we pay three times your annual salary to your designated next of kin, giving them peace of mind should you sadly pass away during service.
Pension - we contribute 4% of your salary when you contribute 5%.
About us
Founded in 2003, Utilita Energy was created to challenge the Big 6 energy suppliers by empowering everyone with a fair and flexible service that's good for the pocket and planet.
Since then, we've made it our mission to put fairness first - supporting those who need it most and treating everyone equally by listening to what our customers and staff need. Plus, as the first supplier to kick start Britain's smart meter revolution, our belief in smart technology means that we're always evolving and looking for ways to improve our services through innovation.
Utilita are also striving for sustainability, having committed to an ambitious target to become a Net Zero business by 2030, we'll continue to drive transformational changes while educating everyone that we can all have a big impact by making small changes.
Our core values are powerful, yet simple: Fairness, Smart and Sustainability!
Our employees, just like our customers come from all walks of life, and we're fuelled in championing diversity, inspiring an inclusive culture, and enabling an environment where you can be your authentic self.
We value work-life balance and aim to support our team wherever possible. If you're looking for part-time hours or flexible working arrangements, we're happy to discuss options. If you have the skills and experience we need, we'd love to hear from you.
The Luxion Group comprises of the following companies - 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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