At a Glance
- Tasks: Resolve customer complaints through various channels and enhance their journey.
- Company: Join Utilita Energy, a forward-thinking company focused on fairness and sustainability.
- Benefits: Enjoy 25 days leave, private healthcare, and a structured bonus scheme.
- Other info: Thrive in a diverse, inclusive environment with clear career growth opportunities.
- Why this job: Make a real difference by turning challenges into positive outcomes for customers.
- Qualifications: Empathy, resilience, and excellent communication skills are essential.
The predicted salary is between 22000 - 30000 £ per year.
Location: Chandlers Ford/ Remote (Hybrid after 8 weeks onsite training)
Salary: £26,208 per Annum
Hours: Monday - Friday (Shift Pattern 08:00 – 17:00 or 09:00 – 18:00)
Sponsorship: Unfortunately, we are unable to offer sponsorship for this role.
Do you thrive on turning challenging conversations into positive outcomes for customers? Are you a natural problem-solver who takes ownership and delivers fair, thoughtful resolutions?
What does this role involve?
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.
Who are we looking for?
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.
About Us
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 Agent in Eastleigh employer: Utilita Energy
At Utilita Energy, we pride ourselves on being an exceptional employer that truly invests in our employees' growth and wellbeing. Located in Chandlers Ford with the flexibility of hybrid working after initial training, we offer a supportive work culture that prioritises fairness, innovation, and sustainability. With benefits like a structured bonus scheme, generous leave, private healthcare, and opportunities for career development, we empower our Complaints Agents to thrive while making a meaningful impact in the energy sector.
StudySmarter Expert Advice🤫
We think this is how you could land Complaints Agent in Eastleigh
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Utilita Energy. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Utilita Energy before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Complaints Agent in Eastleigh
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Utilita Energy:Your cover letter is your chance to shine! Tell us why you want to work at Utilita Energy specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Utilita Energy!
How to prepare for a job interview at Utilita Energy
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
