Job Title: Complaints Handler
Location: Chandlers Ford/ Remote (Hybrid after 8 weeks onsite training)
Salary: £26,208 per Annum
Hours: Monday - Friday (Shift Pattern 08:00 - 17:00 or 09:00 - 18:00)
Do you thrive on turning challenging conversations into positive outcomes for customers?
Are you a natural problem-solver who takes ownership and delivers fair, thoughtful resolutions?
What does this role involve?
As a Complaints Handler, your primary focus is putting the customer first by delivering outstanding service across multiple communication channels, including telephone, email, letter, and WhatsApp.
You will take ownership of each complaint, thoroughly investigating concerns to identify the most appropriate and fair resolution for the customer. With a proactive and positive approach, you'll work to understand the root causes of issues, using these insights to ensure consistency in our processes and to prevent future problems.
Your role also involves identifying opportunities to enhance the overall customer journey, contributing to continuous improvement and ensuring every interaction reflects our commitment to exceptional service.
Who are we looking for?
We're looking for a Complaints Handler who is empathetic, resilient, and customer-focused, with excellent communication skills across phone, email, letter, and WhatsApp.
You'll take ownership of each complaint, investigate thoroughly, and deliver fair, timely resolutions. A keen eye for detail, a proactive mindset, and the ability to identify root causes are essential, as is a commitment to continuous improvement and enhancing the customer journey.
You'll thrive in a collaborative environment, using insights from complaints to drive positive change and ensure every interaction reflects our dedication to outstanding service.
The Important Things!
We offer a comprehensive benefits package designed to support your personal and professional growth. Our structured bonus scheme rewards both individual performance and business success, aligned with our core values: smart, fairness, and sustainability. Career development is a priority, with training and clear progression paths, earning us a spot in the UK's top 40 'Best Workplace for Development' 2024.
Enjoy exciting perks like competitions for show and sports tickets, 25 days annual leave plus bank holidays, and access to wellbeing resources via the Unmind App. Additional benefits include healthcare, a GP helpline, discounted Sky packages, paid volunteering days, pension contributions, and death-in-service cover.
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.
About us
Since 2003, Utilita has championed a fairer, smarter, and more sustainable energy future. As the UK's only energy company created to help customers use less, we empower over 800,000 homes with smart technology that puts control in their hands.
Our award-winning app and smart meters help customers cut waste-saving money and the planet. On average, they use 11% less energy than traditional bill-payers. We installed Britain's first smart meter in 2008 and continue to lead with innovations like our live carbon dashboard. Certified a Great Place to Work and proud winner of the Utility Week Cost of Living Award 2023, we're committed to net zero by 2030. At Utilita, we believe: if you can see it, you can save it.
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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