Customer Experience Agent

Title: Customer Experience Agent

Department: Marketing

Location: Chandlers Ford/Remote

Hours: Monday – Friday 08:00-16:30

Salary: £25,105

We are looking for a Customer Experience Agent to join our Marketing team, to help understand our customers’ needs and behaviours.

What can we offer you?

A world of opportunity for someone who shares our passion for Technology. Plus, all the benefits you’d expect from one of the nation’s biggest and foremost energy challenger brands, including: competitive salary, contributory pension scheme, bonus up to 5% of salary, Employee Assistance Programme – and a certified Great Place to Work!

What does the role involve?

You will engage with our customers across multiple communication channels to obtain feedback, to enhance our services.

With your first-class investigatory skills, you will strive to take ownership of, and resolve, customer issues.

Day to day, you will;

• carry out customer surveys;
• provide feedback to departments to help with business improvements;
• respond to customer queries on both the company Trustpilot account and the Utilita Community platform;
• support as an overflow resource to the Contact Centre for telephony, email, and social media enquiries.

Additional benefits available on your first day!

• Utilita Bonus Scheme, made up of personal and company elements.
• Career progression, over 30% of roles filled so far in 2022 have been from internal moves.
• 25 days annual leave plus bank holidays.
• The opportunity to win tickets to major outdoor events with Utilita Extra –including, gigs and shows at the Utilita Newcastle, Sheffield and Birmingham arenas.
• Discounted employee energy tariffs.
• Access for 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.
• We are in the process of setting up our own charitable foundation and offer all our staff a paid volunteering day every year. Plus the chance to be involved in various fund-raising opportunities.
• A health care scheme that includes dental, eye care, treatments, and diagnostics health consultations.
• Death in service, twice your annual salary.
• Employee Assistance Programme with access to counselling support, legal and financial advice 24/7 365 days a year, as well as a GP line and Your Care.

About us

Founded in 2003, Utilita is the first – and still only - energy company created to help households use less energy, by giving them better control via digital technology, including its industry-leading smartphone app (USwitch Awards best app 2018, 2020 and 2022).

Utilita is Britain’s leading Smart Pay as You Go energy provider, with over 800,000 customers, and thanks to having better control, its customers use around 11% less energy than the average bill paying household.

Utilita is committed to becoming a net zero business by 2030 and was named Green Energy Disruptor of the Year at the Better Society Energy Awards in October 2021.

Job Type: Full-time

Salary: £25,105.00 per year

Benefits:

• Company events
• Company pension
• Employee discount
• Health & wellbeing programme
• On-site parking
• Referral programme
• Sick pay

Schedule:

• Day shift
• Monday to Friday
• No weekends

Ability to commute/relocate:

• Eastleigh: reliably commute or plan to relocate before starting work (required)

Work authorisation:

• United Kingdom (required)

Work Location: Hybrid remote in Eastleigh