Customer Care Agent

Job Title:
Customer Care Agent

Location:
Hybrid – Chandlers Ford (2 days onsite per week)

Salary:
£26,208 per annum

Hours:
Monday to Friday (shifts: 08:00–17:00 or 09:00–18:00)

Join Utilita – Where Customer Care Comes First

At Utilita, we're committed to delivering outstanding service to our customers. As a Customer Care Agent, you'll play a vital role in resolving queries and ensuring every customer feels valued and supported. You'll work closely with internal teams and use our systems to investigate and resolve issues efficiently.

To set you up for success, your first 6 weeks will be full-time onsite at our Chandlers Ford head office for comprehensive training. After that, you'll transition to a hybrid working model.

Start Date:
Monday 12th January 2026

What You'll Be Doing
As the first point of contact for our customers, you'll:

• Handle inbound calls and investigate customer queries to find the best resolution
• Update and maintain customer records accurately
• Collaborate with internal departments to resolve issues
• Log and resolve complaints and service-related inquiries
• Action requests from other teams and advisors

What We're Looking For
You'll thrive in this role if you have:

• Excellent communication skills – both written and verbal
• A genuine passion for customer service
• Strong questioning and problem-solving abilities
• Great time management and the ability to prioritise under pressure
• A proactive, customer-first mindset and a desire to grow within a dynamic business

What We Offer

• A structured bonus scheme
• Clear career progression and development opportunities
• 25 days' annual leave plus bank holidays
• Private healthcare and mental wellbeing support
• 24/7 access to GP and counselling services
• Exclusive discounts and event tickets via Utilita Arena
• Paid volunteering day
• Generous pension contributions

Utilita is more than just a workplace – it's a place to thrive.

Here's What To Expect

• CV review – A member of the Talent Acquisition Team will review your and select candidates who meet the role criteria and who live within commuting distance.
• Initial Screening – Shortlisted candidates will be invited to a 30-45 minute virtual Teams call with a member from the Talent Acquisition Team .
• Online assessments (approx. 1 hour total) Consisting of Customer scenarios, Behaviour questionnaire and exercises to understand how you approach problems. These might include checking if numbers add up correctly, seeing if something follows a clear rule, or spotting patterns in examples to figure out how something usually works.
• Final Interview – A 45-minute face-to-face session at our Chandlers Ford office, including call listening and a Q&A with our Customer Care Team Managers

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.