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For Companies At a Glance
- Tasks: Handle customer complaints across various channels and ensure high-quality service.
- Company: Join Utilita Energy, the UK's #1 PAYG energy supplier with a focus on innovation.
- Benefits: Enjoy a competitive salary, bonus scheme, and 25 days annual leave plus bank holidays.
- Other info: Access to wellbeing resources, skills development, and opportunities for community involvement.
- Why this job: Make a real difference by resolving customer issues and enhancing their experience.
- Qualifications: Strong communication skills and experience in customer service or complaints handling.
The predicted salary is between 29904 - 29904 £ per year.
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.
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. As the first energy company to install a smart meter, we’ve helped millions to save £££s on their energy. With personalised energy saving advice, top-notch customer service and our award-winning app, My Utilita, it’s no reason we’re the UK’s #1 PAYG energy supplier. But smart tech isn’t what got us to where we are – that’s down to great people. Our core values drive our innovation to keep us ahead of the curve and pass down the benefits to our customers. We’re always looking for people who share our vision of Smart, Fair and Sustainability.
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! 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 responses and show that you're genuinely interested in being part of the team.
✨Tip Number 2
Practice makes perfect! Role-play common interview questions with a friend or family member. Focus on how you would handle customer complaints and showcase your communication skills. The more comfortable you are, the better you'll perform!
✨Tip Number 3
Be ready to share your experiences! Think of specific examples from your past roles where you've successfully resolved complaints or handled difficult situations. This will demonstrate your problem-solving abilities and customer focus.
✨Tip Number 4
Don’t forget to follow up! After your interview, send a quick thank-you email to express your appreciation for the opportunity. It’s a nice touch and keeps you fresh in their minds as they make their decision.
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 communication and resolution handling.
Showcase Your Skills: In your application, don’t just list your previous jobs. Instead, give us examples of how you've successfully handled complaints or challenging situations in the past. We want to see your problem-solving skills in action!
Be Professional Yet Personable: When writing your application, strike a balance between professionalism and a friendly tone. Remember, we’re looking for someone who can build rapport with customers, so let your personality shine through!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way to ensure your application gets to us quickly and efficiently. Plus, you’ll find all the details about the role and our company there!
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 core values of Smart, Fairness, and Sustainability, and think about how your own values align with theirs. This will help you demonstrate your genuine interest in the company and show that you're a good fit.
✨Prepare for Customer Scenarios
As a Complaints Handler, you'll need to handle various customer interactions. Prepare for situational questions by thinking of examples from your past experiences where you've successfully resolved complaints or handled difficult conversations. Use the STAR method (Situation, Task, Action, Result) to structure your answers.
✨Showcase Your Communication Skills
Since the role requires strong verbal and written communication skills, practice articulating your thoughts clearly. You might be asked to explain how you would respond to a specific complaint, so be ready to demonstrate your ability to build rapport and communicate empathetically.
✨Ask Insightful Questions
At the end of the interview, you'll likely have the chance to ask questions. Use this opportunity to inquire about the team dynamics, training opportunities, or how success is measured in the role. This shows your enthusiasm and helps you gauge if the company culture aligns with your expectations.