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Additional Job Description

Job Title: Complaints Handler

Location: Remote/ Chandlers Ford

Salary: £25,272 per Annum

Hours: Monday - Friday (Shift Pattern 08:00 – 17:00 or 9:00 – 18:00)

Established in 2003, Utilita is the UK's first – and still only - energy company created to help customers use less energy, by giving them better control via digital technology. We are a pioneer in smart technology, that empowers households to use and waste less energy, which is good for our customers pockets and the planet.

Are you an experienced complaints Handler looking for a new opportunity?

Do you have experience in solving customer queries within the energy sector?

What does this role involve?

As a Complaints Handler, you will communicate with our customers through multiple platforms such as telephone, email, letter and live chat. Where you will investigate complaints, helping to find the best resolution.

Day to day, you will;

• liaise with internal departments regarding customer accounts;
• recognise and identify opportunities to improve processes and our customer journey;
• deliver exceptional customer service in a challenging environment, with a positive and pro-active approach;
• research root cause of complaints and use information to ensure consistency in processes and procedures;
• complete subject access requests.
  
  

• excellent communication skills both written and verbal;
• a passion for delivering exceptional customer service;
• an inquisitive mindset, with excellent questioning skills, to help you understand the issue;
• excellent time management skills, able to work well under pressure and prioritise your own workload.
  
  

• Bonus Scheme – we offer a structured bonus scheme which is made up of personal and business elements. The personal portion is tied to our three core values, which are smart, fairness and sustainability.
• 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.
• 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%.
  
  

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Other

• Industries

  Utilities

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