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- Tasks: Handle customer complaints with empathy and deliver fair resolutions across various communication channels.
- Company: Join Utilita Energy, a leader in smart technology and customer service.
- Benefits: Enjoy 25 days leave, private healthcare, and a structured bonus scheme.
- Why this job: Make a real difference by enhancing customer experiences and driving positive change.
- Qualifications: Strong communication skills and a proactive mindset are essential.
- Other info: Thrive in a diverse and inclusive environment with clear career development opportunities.
The predicted salary is between 22000 - 30000 £ per year.
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. 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.
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.
Complaints Handler employer: Utilita Energy Ltd
Contact Detail:
Utilita Energy Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Complaints Handler
✨Tip Number 1
Get to know the company inside out! Before your interview, dive into Utilita's mission and values. Understanding their commitment to fairness and sustainability will help you connect your experiences to what they stand for.
✨Tip Number 2
Practice your communication skills! As a Complaints Handler, you'll need to be clear and empathetic. Role-play common complaint scenarios with a friend or family member to sharpen your responses and show off your customer-focused approach.
✨Tip Number 3
Showcase your problem-solving skills! Think of examples where you've turned a negative situation into a positive outcome. This will demonstrate your proactive mindset and ability to identify root causes, which is key for this role.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can go a long way in showing your enthusiasm for the role. Plus, it’s a great chance to reiterate how you can contribute to enhancing the customer journey at Utilita.
We think you need these skills to ace Complaints Handler
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Complaints Handler role. Highlight your customer service experience and any relevant skills that match what we're looking for, like empathy and problem-solving.
Showcase Your Communication Skills: Since you'll be handling complaints across various channels, it's crucial to demonstrate your excellent communication skills. Use clear and concise language in your application to reflect how you would interact with customers.
Emphasise Your Proactive Approach: We love candidates who take initiative! In your application, mention any experiences where you've identified issues and implemented solutions. This shows us you're ready to enhance the customer journey right from the start.
Apply Through Our Website: To make sure your application gets the attention it deserves, apply directly through our website. It’s the best way for us to see your enthusiasm for joining our team and helps streamline the process!
How to prepare for a job interview at Utilita Energy Ltd
✨Know the Company Inside Out
Before your interview, take some time to research Utilita Energy. Understand their mission, values, and recent initiatives, especially around customer service and sustainability. This will not only show your genuine interest but also help you align your answers with their core values.
✨Showcase Your Communication Skills
As a Complaints Handler, excellent communication is key. Prepare examples of how you've effectively resolved complaints in the past, whether through phone, email, or other channels. Practise articulating these experiences clearly and confidently during the interview.
✨Demonstrate Empathy and Resilience
Utilita is looking for someone who is empathetic and resilient. Think of scenarios where you had to handle difficult situations with customers. Be ready to discuss how you maintained a positive attitude and found fair resolutions, showcasing your ability to put the customer first.
✨Prepare Questions About Continuous Improvement
Since the role involves identifying opportunities for enhancing the customer journey, come prepared with thoughtful questions about how Utilita approaches continuous improvement. This shows that you're proactive and genuinely interested in contributing to their mission of exceptional service.
