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- Tasks: Lead a team to enhance call performance and ensure compliance in customer interactions.
- Company: Utilita Energy is revolutionising the energy sector with fair, flexible services and a commitment to sustainability.
- Benefits: Enjoy 25 days leave, private healthcare, mental wellbeing support, and exclusive discounts.
- Why this job: Join a culture of accountability and excellence while making a real impact on customer experience.
- Qualifications: Experience in quality assurance or compliance, strong leadership skills, and proficiency in Microsoft Office required.
- Other info: Work remotely with on-site days; be part of a company aiming for Net Zero by 2030.
The predicted salary is between 24500 - 31500 £ per year.
Quality and Compliance Team Leader at Utilita Energy
Job Details
Location: Chandlers Ford / Remote (Monday’s & Wednesdays on-site)
Salary: £29,592 per annum, plus a discretionary bonus of up to 10%
Hours: Monday – Friday 40 hours per week
Seniority Level: Mid‑Senior level
Employment Type: Full‑time
Job Function: Quality Assurance
Industry: Utilities
What You’ll Be Doing
As a Quality and Compliance Team Leader, you will lead a team to monitor, evaluate, and enhance call performance across our UK & offshore contact centres. You will ensure all interactions comply with internal policies, industry regulations, and customer service standards, while coaching and developing your team to deliver consistent, high‑quality feedback and support. Working closely with the Quality and Compliance Manager and internal stakeholders you will identify trends, risks, and opportunities for improvement, fostering a culture of accountability, excellence, and continuous improvement.
Who We’re Looking For
- Previous experience in a quality assurance or compliance role within a contact centre environment is advantageous.
- Ability to lead, inspire, and develop a high‑performing team through effective guidance and support.
- Excellent understanding of regulatory requirements and customer service best practices.
- A key escalation point for our Customer Service Team Leaders, ensuring availability to facilitate dispute resolution discussions.
- A proactive, solutions‑focused approach and a passion for delivering exceptional customer‑first service.
- Proficiency in Microsoft Office packages, with strong capabilities across Word, Excel, and Outlook.
Benefits
Enjoy a structured bonus scheme, clear career and development opportunities. Recharge with 25 days’ leave, plus bank holidays, access to 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. Benefit from a generous pension contribution.
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. 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 also strives 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 Fairness, Smart, and Sustainability.
The Luxion Group comprises of Luxion Group Ltd, Utilita Energy Ltd, Luxion Sales Ltd, Utilita Field Services Ltd, Procode Technology Ltd, and Canary Care Global Ltd.
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Quality and Compliance Team Leader employer: Utilita Energy
Contact Detail:
Utilita Energy Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Quality and Compliance Team Leader
✨Tip Number 1
Familiarise yourself with Utilita Energy's core values: Fairness, Smart, and Sustainability. Demonstrating a clear understanding of these values during your interactions can set you apart as a candidate who aligns with the company's mission.
✨Tip Number 2
Highlight your experience in quality assurance or compliance roles within contact centres. Be prepared to discuss specific examples of how you've improved processes or led teams to enhance customer service standards.
✨Tip Number 3
Showcase your leadership skills by preparing to discuss your approach to coaching and developing team members. Think of instances where you've inspired a high-performing team and how that could translate to the role at Utilita.
✨Tip Number 4
Research current trends in the energy sector, particularly around compliance and customer service. Being knowledgeable about industry regulations and best practices will demonstrate your commitment to excellence and readiness for the role.
We think you need these skills to ace Quality and Compliance Team Leader
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in quality assurance or compliance roles, especially within a contact centre environment. Use specific examples that demonstrate your ability to lead and develop teams.
Craft a Compelling Cover Letter: In your cover letter, express your passion for customer service and quality improvement. Mention how your proactive approach aligns with Utilita's values of fairness, smart solutions, and sustainability.
Showcase Relevant Skills: Emphasise your proficiency in Microsoft Office, particularly Word, Excel, and Outlook. Highlight any experience you have with regulatory requirements and customer service best practices.
Prepare for the Interview: Research Utilita Energy and be ready to discuss how you can contribute to their mission of delivering exceptional customer service. Prepare examples of how you've led teams to achieve quality and compliance goals in the past.
How to prepare for a job interview at Utilita Energy
✨Understand the Role
Make sure you thoroughly understand the responsibilities of a Quality and Compliance Team Leader. Familiarise yourself with the key tasks such as monitoring call performance, ensuring compliance with regulations, and coaching your team. This will help you articulate how your experience aligns with the role.
✨Showcase Leadership Skills
Prepare examples that demonstrate your ability to lead and inspire a team. Utilita Energy values effective guidance and support, so think of specific instances where you've successfully developed a high-performing team or resolved conflicts.
✨Highlight Regulatory Knowledge
Since the role requires an excellent understanding of regulatory requirements, be ready to discuss your knowledge in this area. Brush up on relevant regulations and be prepared to explain how you've ensured compliance in previous roles.
✨Emphasise Customer Focus
Utilita Energy is committed to exceptional customer service. Be prepared to share your passion for delivering customer-first service and provide examples of how you've improved customer experiences in past positions.