Complaints Handler

Role: Complaints Handler  
Salary: £29,904
Location: Chandlers Ford / Hybrid

Are you a confident communication with a passion for delivering great customer outcomes?

Do you thrive on resolving challenges, and using your skills to make a real impact on the customer experience?

If so, we’d love to hear from you. We’re hiring a Complaints Handler to join our team here at Utilita Energy. This is a great opportunity for someone who is looking to use their customer focused, communication and resolution handling skills.

The Role

You’ll handle a wide range of customer contact across multiple channels, including phone, email, live chat and social media, ensuring responses are in line with company policies and deliver a high standard of service.

You’ll investigate and resolve enquires and complaints, manage and update customer accounts, and work closely with other departments to ensure queries are handled efficiently within agreed SLAs. You’ll also support with more complex cases, including third-party complaints, whilst acting as a positive representative of the brand.

Who Are We Looking For?

We’re looking for someone with strong customer experience, whether that’s within complaints handling, customer service or relationship based roles. You’ll be confident communicating both verbally and in writing, with the ability to build rapport and handle sensitive or challenging conversations with empathy and professionalism.

You’ll be organised, able to work under pressure and manage your own workload effectively, while also working collaboratively with others.

Most importantly, you’ll be proactive, self-sufficient and focused on delivering the best outcome for the customer every time!

The Important Things! (FYI Benefits available from your first day!) 

• Bonus Scheme – made up of a business element and demonstrating our three core values, Smart, Fairness and Sustainability.     

• Skills Development – we want our staff to build up and grow their careers with us. To help with this we offer training to help you achieve your goals.     

• Giveaways! – we run regular 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 to recharge our batteries. Our staff have 25 days annual leave plus bank holidays to help make this happen.      

• Wellbeing App – your wellbeing is very important to us, we provide 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 – we know taking care of yourself costs. So, we partner with BHSF on a cashback scheme that provides money back on services such as dental, eye care and treatments including MRI scans and diagnostics health consultations.  This can also be enhanced to cover your partner and children.  

• 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 twice your annual salary to your designated next of kin, so they don’t have to worry about costs at such a distressing time.  

• Pension – Saving for retirement is essential; we contribute 4% of your salary when you contribute 5%.    

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.