Job Title: Quality and Compliance Team Leader
Location: Chandlers Ford / Remote (Monday's & Wednesdays on-site)
Salary: £34,720 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 is an excellent opportunity to lead a team committed to upholding the highest standards of quality, compliance, and customer care in every interaction, through telephony, live chat and more.
What You'll Be Doing:
As a Quality and Compliance Team Leader, you will be responsible for leading a team to monitor, evaluate, and enhance call performance across our UK & offshore contact centres.
You will ensure all interactions comply with internal policies, industry regulations, and customer service standards, while coaching and developing your team to deliver consistent, high-quality feedback and support.
Working closely with the Quality and Compliance Manager and internal stakeholders you will identify trends, risks, and opportunities for improvement, all while fostering a culture of accountability, excellence, and continuous improvement.
Who We're Looking For:
Previous 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 through effective guidance, and support.
Excellent understanding of regulatory requirements and customer service best practices.
A key escalation point for our Customer Service Team Leaders, ensuring availability to facilitate dispute resolution discussions.
A proactive, solutions-focused approach and a passion for delivering exceptional customer first service.
Proficiency in Microsoft Office packages, with strong capabilities across Word, Excel, and Outlook.The Important Things!
Join a company that truly invests in you. Enjoy a structured bonus scheme, clear career and development opportunities. Recharge with 25 days' leave, plus bank holidays, access private healthcare, mental wellbeing support, and 24/7 GP and counselling services. Win tickets to top events through the Utilita Arenas, enjoy exclusive discounts, and give back with a paid volunteering day. Plus, benefit from 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 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!
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