Customer Care agent

Location: Hybrid / Chandlers Ford (2 days onsite)

Salary: GBP26,208

Hours: Monday - Friday (shift pattern: 08:00 - 17:00 or 09:00 - 18:00)

Established in 2003, Utilita is the UK's first - and still only - energy company created to help customers use less energy, by giving them better control via digital technology. We are a pioneer in smart technology, that empowers households to use and waste less energy, which is good for our customers' pockets and the planet.

At Utilita we aim to provide our customers with a first-class service. Using our system and working closely with internal departments you will investigate and resolve any queries. To ensure you received all the necessary training and support this role will require you to be on site full time in our Chandlers Ford head office for a minimum of 6 weeks. After this time there is the opportunity to work on a hybrid basis.

To be successful in this role, the candidate would need to be available to start from the 21st July 2025.

What does this role involve?

• As a Customer Care Agent, you will communicate with our customers through the telephone, where you will investigate their queries, helping to find the best solution.
• Manage customer accounts by updating and maintaining customer information by entering relevant / required information into the systems.
• Liaise with other departments to resolve customer queries.
• Investigate, record and resolve customer inquiries or complaints about the product or services provided.
• Action inquiries raised from other departments and customer service advisors.

Who are we looking for?

• 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 and be able to work well under pressure and prioritise your own workload.
• A driven individual with a passion for being Customer first, and a want to progress within a thriving business.

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.

What we can offer you? (FYI Benefits available from your first day!)

• Bonus Scheme - we offer a structured bonus scheme which is made up of personal and business elements.
• Career progression - we want our staff to build up and grow their careers with us.
• Win tickets! - we run exciting competitions to win tickets to shows across the country.
• Time off - we give our staff access to 25 days annual leave plus bank holidays.
• Wellbeing - we give access to you and one other to our partnered Unmind App.
• Health care scheme - this includes dental, eye care, treatments such as MRI scans and diagnostics health consultations.
• Employee Assistance Programme - giving you access to a dedicated GP line.
• 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.
• Death in service - we pay three your annual salary to your designated next of kin.
• Pension - we contribute 4% of your salary when you contribute 5%.

About us

We are the energy company of choice for over 800,000 homes across the UK, who enjoy more visibility and control of their energy usage thanks to Utilita's award-winning app and smart meters. Our customers use around 11% less energy than the average bill paying household.

Utilita is committed to its operations to be net zero by 2030. Our dedication to educating customers on the cleanest and greenest ways to use energy is unmatched, making sustainability not just a goal, but a core value.

Our core values are powerful, yet simple: Fairness, Smart and Sustainability!