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- Tasks: Resolve customer complaints across various channels and ensure high service standards.
- Company: Join Utilita Energy, a forward-thinking company focused on customer satisfaction.
- Benefits: Enjoy a competitive salary, bonus scheme, and 25 days annual leave plus bank holidays.
- Other info: Access to training, wellbeing support, and opportunities for community involvement.
- Why this job: Make a real impact on customer experiences while developing your communication skills.
- Qualifications: Strong customer service experience and excellent communication skills required.
The predicted salary is between 29904 - 29904 £ per year.
Are you a confident communicator 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 enquiries 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 fundraising 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%.
Complaints Handler employer: Luxion
Contact Detail:
Luxion Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Complaints Handler
✨Tip Number 1
Get to know the company! Before your interview, do a bit of research on Utilita Energy. Understand their values and what they stand for. This will help you tailor your answers and show that you're genuinely interested in being part of the team.
✨Tip Number 2
Practice makes perfect! Think about common interview questions for a Complaints Handler role and rehearse your responses. Focus on how you've handled challenging situations in the past and be ready to share specific examples.
✨Tip Number 3
Show off your communication skills! During the interview, make sure to demonstrate your ability to communicate clearly and effectively. Remember, this role is all about resolving customer issues, so let your personality shine through!
✨Tip Number 4
Apply through our website! We want to see your application come through directly. It shows initiative and gives us a chance to connect with you right from the start. Plus, it’s super easy to do!
We think you need these skills to ace Complaints Handler
Some tips for your application 🫡
Show Your Communication Skills: Since the role is all about handling complaints, make sure your written application showcases your communication skills. Use clear and concise language, and don’t shy away from demonstrating your ability to empathise with customers.
Highlight Relevant Experience: We want to see how your past experiences align with the Complaints Handler role. Whether it’s customer service or complaints handling, be sure to mention specific examples that highlight your skills in resolving issues and delivering great outcomes.
Tailor Your Application: Take a moment to tailor your application to our company values: Smart, Fairness, and Sustainability. Show us how you embody these values in your work and how they relate to your approach in handling customer complaints.
Apply Through Our Website: We encourage you to apply through our website for a smoother process. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen on joining our team!
How to prepare for a job interview at Luxion
✨Know Your Stuff
Before the interview, make sure you understand Utilita Energy's values and how they align with your own. Familiarise yourself with their customer service approach and be ready to discuss how your past experiences in complaints handling can contribute to delivering great customer outcomes.
✨Practice Makes Perfect
Prepare for common interview questions related to complaints handling and customer service. Think of specific examples from your previous roles where you successfully resolved issues or improved customer satisfaction. Practising these scenarios will help you articulate your skills confidently during the interview.
✨Show Empathy and Professionalism
As a Complaints Handler, you'll need to demonstrate your ability to handle sensitive conversations. During the interview, showcase your communication skills by discussing how you've approached challenging situations with empathy and professionalism in the past. This will highlight your suitability for the role.
✨Ask Insightful Questions
At the end of the interview, don’t forget to ask questions! Inquire about the team dynamics, the training opportunities available, or how success is measured in the role. This shows your genuine interest in the position and helps you determine if it's the right fit for you.