Complaints Handler

**Title**:Complaints Handler
**Department**:Customer Service
**Location**:Remote / Chandlers Ford
**Salary**:£25,272
**Hours**:Monday - Friday (varied shifts between 08:00 - 18:15)

Are you someone who enjoys working in a fast-paced environment?

Do you have what it takes to provide an exceptional level of customer service?  

At Utilita we aim to provide our customers with a first-class service. You will work closely with internal departments to investigate and resolve customer complaints.

**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?**

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;

**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.

**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 fund-raising 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.

**Salary**: £25,272.00 per year

**Benefits**:

- Canteen
- Company events
- Company pension
- Cycle to work scheme
- Employee discount
- Free flu jabs
- Free parking
- Health & wellbeing programme
- On-site parking
- Paid volunteer time
- Referral programme
- Sick pay
- Work from home

Schedule:

- Monday to Friday

Supplemental pay types:

- Bonus scheme

**Experience**:

- customer service: 1 year (preferred)

Work Location: Hybrid remote in Eastleigh