Complaints Handler

Utilita Energy Ltd; Sheffield; Remote; GBP 27,000; Full time

Job summary

An established industry player is seeking a Complaints Handler to enhance customer experiences through effective communication and problem-solving. This role involves addressing customer complaints via various platforms, ensuring resolutions while maintaining exceptional service standards. The company champions sustainability and innovation in energy management, providing a supportive environment for career development. Join a team dedicated to making a positive impact in the energy sector and enjoy a range of benefits from day one, including health care schemes, career progression opportunities, and a structured bonus system. Your contributions will help shape a greener future for energy consumption.

Benefits

Bonus Scheme

Career progression

25 days annual leave

Wellbeing support

Health care scheme

Employee Assistance Programme

Exclusive packages

Paid volunteering day

Death in service benefit

Pension contribution

Qualifications

• Experience in solving customer queries within the energy sector.
• Ability to deliver exceptional customer service.

Responsibilities

• Investigate complaints and find the best resolution.
• Liaise with internal departments regarding customer accounts.

Skills

excellent communication skills

time management skills

problem-solving

inquisitive mindset

Job description

Job Title: Complaints Handler
Location: Remote/ Chandlers Ford
Salary: £26,208 per Annum
Hours:Monday - Friday (Shift Pattern 08:00 – 17:00 or 9:00 – 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.

Are you an experienced complaints Handler looking for a new opportunity?

Do you have experience in solving customer queries within the energy sector?

What does this role involve?

As a Complaints Handler, you will communicate with our customers through multiple platforms such as telephone, email, letter and live chat. Where you will investigate complaints, helping to find the best resolution.

Day to day, you will;

• liaise with internal departments regarding customer accounts;
• recognise and identify opportunities to improve processes and our customer journey;
• deliver exceptional customer service in a challenging environment, with a positive and pro-active approach;
• research root cause of complaints and use information to ensure consistency in processes and procedures;
• complete subject access requests.

Who are we looking for?

You will have;

• excellent communication skills both written and verbal;
• an inquisitive mindset, with excellent questioning skills, to help you understand the issue;
• excellent time management skills, able to work well under pressure and prioritise your own workload.

What we can offer you?

The Important Things! (FYI Benefits available from your first day!)

• Bonus Scheme – we offer a structured bonus scheme which is made up of personal and business elements. The personal portion is tied to our three core values, which are smart, fairness and sustainability.
• Career progression – we want our staff to build up and grow their careers with us. To help you achieve this, we offer training or a clear progression pathway to help you achieve your goals, which is why we have been ranked in the UK’s top 40 ‘Best Workplace for Development’ 2024 awards.
• Time off – we all need time off to recharge the batteries. We give our staff access to 25 days annual leave plus bank holidays.
• Wellbeing – your wellbeing is very important to us, we give 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 – this includes dental, eye care, treatments such as MRI scans and diagnostics health consultations, making it quicker and easier to get a diagnosis!
• 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 three times your annual salary to your designated next of kin, giving them peace of mind should you sadly pass away during service.
• 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.

Since installing Britain’s first smart meter in 2008, we’ve used the latest technology to give our customers more visibility and control of their energy usage than ever before.

Utilita is celebrated for its unique approach to doing energy better – including winning the Utility Week Cost of Living Award 2023. We are also a certified Great Places to work company!

Utilita is committed to its operations to be net zero by 2030. As the first energy supplier with a live carbon dashboard, we believe "what you can see, you can save". 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.