Complaints Handler

Complaints Agent – Utilita Energy

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?

As a Complaints Handler, your primary focus is putting the customer first by delivering outstanding service across multiple communication channels, including telephone, e‑mail, letter and Whats App.

You take ownership of each complaint, thoroughly investigating concerns to identify the most appropriate and fair resolution. You use a proactive and positive approach, work to understand root causes and use insights to improve consistency and prevent future problems. You identify opportunities to enhance the overall customer journey, contributing to continuous improvement and ensuring every interaction reflects commitment to exceptional service.

We’re looking for a Complaints Handler who is empathetic, resilient, customer‑focused and has excellent communication skills across phone, e‑mail, letter and Whats App. You have a keen eye for detail, a proactive mindset, the ability to identify root causes, and a commitment to continuous improvement.

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. Benefit from a generous pension contribution.

Founded in 2003, Utilita Energy challenges the Big 6 energy suppliers by empowering everyone with a fair and flexible service that’s good for the pocket and planet. We pioneered Britain’s smart‑meter revolution and are committed to sustainability with a target to become a Net Zero business by 2030.

Our core values are Fairness, Smart, and Sustainability. We champion diversity, inspiring an inclusive culture and enabling everyone to be authentic.

The Luxion Group comprises the following companies – Luxion Group Ltd, Utilita Energy Ltd, Luxion Sales Ltd, Utilita Field Services Ltd, Procode Technology Ltd and Canary Care Global Ltd.