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Customer Care Agent

3 months ago

Eastleigh, Hampshire, United Kingdom Utilita Full time

Title:
Customer Care Agent

Department:
Customer Service

Location:
Remote / Chandlers Ford

Salary:
£24,960

Hours:
Monday - Friday (shift pattern: 08:00 - 17:00 or 09:00 - 18:00)

At Utilita we aim to provide our customers with a first-class service. Using our system and working closely with internal departments you will investigate and resolve any queries.


To ensure you received all the necessary training and support this role will require you to be on site full time in our Chandlers Ford head office for a minimum of 6 weeks.

After this time there is the opportunity to work on a hybrid basis.

What we can offer you?


We offer you all the benefits you'd expect from one of the nation's biggest and best energy challengers, including: competitive salary, contributory pension scheme, bonus up to 5% of salary and a health care scheme.

You'll also get the chance to work for one of the top CEOs in the UK, as voted for by Glassdoor's 2022 Employee's Choice Awards


We aim to provide you with a uniquely inclusive and diverse workplace, which showcases the extraordinary in all of us, by enabling you to be the best you can be.

Putting the customer first is part of how we live and breathe at Utilita. Alongside our values - Fairness, Smart and Sustainability - this ethos guides every decision we make.

What does this role involve?


As a Customer Care Agent, you will communicate with our customers through the telephone, where you will investigate their queries, helping to find the best solution.

Day to day, you will;
- manage customer accounts, updating and maintaining customer information by entering relevant / required information into the systems;
- liaise with other departments to resolve customer queries;
- investigate, record and resolve customer inquiries or complaints about the product or services provided;
- action inquiries raised from other departments and customer service advisors.

Who are we looking for?
You will have;
- 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.

You will be a driven individual with a passion for first class service, and a want to progress within a thriving business


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.


Additional benefits available on your first day

  • Utilita Bonus Scheme, made up of personal and company elements.
  • Career progression, 32% of our vacancies in 2022 were filled internally.
  • Pension scheme, Utilita contribution at 4% of your salary when you contribute 5%
  • 25 days annual leave plus bank holidays.
  • The opportunity to win tickets to major outdoor events with Utilita Extra including, gigs and shows at the Utilita Newcastle, Sheffield, Birmingham and Cardiff arenas and our latest venue the Utilita Bowl in Southampton.
  • Discounted employee energy tariffs.
  • Exclusive access to discounted offers for home Sky TV and broadband packages.
  • Access for 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.
  • We offer all our staff a paid volunteering day every year. Plus the chance to be involved in various fundraising opportunities.
  • A health care scheme that includes dental, eye care, treatments, and diagnostics health consultations.
  • Death in service, twice your annual salary.
  • Employee Assistance Programme with access to counselling support, legal and financial advice 24/7 365 days a year, as well as a GP line and Your Care.

About us


Founded in 2003, Utilita is the first - and still only - energy company created to help households use less energy, by giving them better control via digital technology.

Which is why we were voted Sustainable Tech Company of the Year 2022 in the Southern Tech 100 companies and our industry-leading smartphone app (USwitch Awards won best app 2018, 2020 and 2022).


Utilita is Britain's leading Smart Pay as You Go energy provider, with over 800,000 customers, and thanks to having better control, its customers use around 11% less energy than the average bill paying household.


Utilita is committed to becoming a net zero business by 2030 and was named Green Energy Disruptor of the Year at the Better Society Energy Awards in October 2021.

We are the only supplier created to help customers use less energy, which is why sustainability in one of our core values.


Pay:
£24,960.00 per year

Benefits:

  • Canteen
  • Company events
  • Company pension
  • Cycle to work scheme
  • Discounted or free food
  • Employee dis