Utilita Hiring for Complaints Handler Full Time

Title: Customer Relations Case Handler              
Department: Customer Service           
Location: Remote / Chandlers Ford
Salary: £23,162 per annum

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 2021 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.

What does this role involve?

At Utilita we aim to provide our customers with a first-class service. As a Customer Relations Case Handler, you will communicate with our customers through multiple platforms such as telephone, email, letter, and live chat. Where you will investigate complaints, helping to find the best resolution.

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;
• complete subject access requests.

Who we are 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

• 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 and Birmingham arenas.
• Discounted employee energy tariffs.
• 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, including its industry-leading smartphone app (USwitch Awards 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.

Job Type: Full-time

Salary: £23,162.00 per year

Benefits:

• Work from home

Schedule:

• Monday to Friday
• No weekends

Supplemental pay types:

• Bonus scheme

Experience:

• Complaint handling: 2 years (required)
• Inbound/Outbound Telephony Contact: 2 years (required)

Work Location: Remote

Expected start date: 14/02/2023