Quality and Compliance Team Leader

Quality and Compliance Team Leader at Utilita Energy

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

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.

• 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.

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.

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.