Customer Care Agent – Utilita Energy
Overview
Join Utilita where customer care comes first. In this role you will be the first point of contact for our customers, resolving queries and ensuring every customer feels valued and supported. You will work closely with internal teams and use our systems to investigate and resolve issues efficiently. To set you up for success, your first six weeks will be full‑time onsite at our Chandlers Ford head office for comprehensive training, after which you transition to a hybrid working model.
Location: Hybrid – Chandlers Ford (2 days onsite per week)
Salary: £26,208 per annum
Hours: Monday to Friday (shifts: 08:00–17:00 or 09:00–18:00)
Start Date: Monday 12th January 2026
What You’ll Be Doing
* Handle inbound calls and investigate customer queries to find the best resolution
* Update and maintain customer records accurately
* Collaborate with internal departments to resolve issues
* Log and resolve complaints and service‑related inquiries
* Action requests from other teams and advisors
What We’re Looking For
* Excellent communication skills – both written and verbal
* A genuine passion for customer service
* Strong questioning and problem‑solving abilities
* Great time management and the ability to prioritise under pressure
* A proactive, customer‑first mindset and a desire to grow within a dynamic business
What We Offer
* A structured bonus scheme
* Clear career progression and development opportunities
* 25 days’ annual leave plus bank holidays
* Private healthcare and mental well‑being support
* 24/7 access to GP and counselling services
* Exclusive discounts and event tickets via Utilita Arena
* Paid volunteering day
* Generous pension contributions
Hiring Process
* CV review – The Talent Acquisition Team will shortlist candidates who meet the role criteria and who live within commuting distance.
* Initial screening – Short‑listed candidates will be invited to a 30‑45 minute virtual Teams call with a member of the Talent Acquisition Team.
* Online assessments – Approximately 1 hour total, including customer scenarios, behaviour questionnaire and exercises to understand how you approach problems.
* Final interview – A 45‑minute face‑to‑face session at our Chandlers Ford office, including call listening and a Q&A with our Customer Care Team Managers.
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. We’re also striving for sustainability, with a target to become a Net Zero business by 2030. Our core values are fairness, smart technology and sustainability. We celebrate diversity and strive to create an inclusive culture where everyone can bring their authentic selves.
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