Complaints Agent

Complaints Agent

Job Title: Complaints Agent

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)

Sponsorship: Unfortunately, we are unable to offer sponsorship for this role.

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

Join a company that truly invests in you. Enjoy a structured bonus scheme, clear career and development opportunities. Recharge with 25 days' leave, plus bank holidays, access private healthcare, mental wellbeing support, and 24/7 GP and counselling services. Win tickets to top events through the Utilita Arenas, enjoy exclusive discounts, and give back with a paid volunteering day. Plus, benefit from a generous pension contribution. We're more than a workplace; we're a place to thrive.

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 by listening to what our customers and staff need. Plus, as the first supplier to kick start Britain's smart meter revolution, our belief in smart technology means that we're always evolving and looking for ways to improve our services through innovation.

Utilita are also striving for sustainability, having committed to an ambitious target to become a Net Zero business by 2030, we'll continue to drive transformational changes while educating everyone that we can all have a big impact by making small changes.

Our core values are powerful, yet simple: Fairness, Smart and Sustainability

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.

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.