Call Quality and Compliance Officer

Utilita Energy Ltd; England; Hybrid; GBP 27,000; Full time

Job summary

A leading energy supplier is seeking a Call Quality and Compliance Officer in Chandlers Ford, UK. The role focuses on ensuring quality in customer interactions through call monitoring and providing feedback for continuous improvement. Applicants should have strong communication skills and experience in customer service. The position offers a full-time schedule with a salary of £26,208 per annum and includes flexible working options.

Qualifications

• Experience in a customer-focused environment.
• Ability to challenge decisions effectively.
• Articulate with strong rationalisation of views.

Responsibilities

• Listen to recorded calls and monitor live chat to ensure compliance.
• Provide feedback to support development and improvement.
• Facilitate call levelling sessions virtually and face-to-face.

Skills

Strong communication

Influencing skills

Negotiation skills

Customer service experience

Job description

Call Quality and Compliance Officer page is loaded## Call Quality and Compliance Officerlocations: Chandlers Ford, UKtime type: Full timeposted on: Posted Todayjob requisition id: JR100760Call Quality and Compliance Officer**Job Title:** Call Quality and Compliance Officer **Location:** Chandlers Ford / Remote (Onsite weekly team days Monday & Wednesday) **Salary:** £26,208 per annum **Hours:** 40 hours per week, Monday – FridayAs a Call Quality and Compliance Officer, you will play a vital part in ensuring consistency in the quality of our customer interactions.By listening to recorded calls, monitoring live chat and WhatsApp conversations between Customer Care Agents and customers you will observe and record compliance and service excellence, while providing insightful feedback to colleagues and leadership team, to support their development and enhance continuous improvement.A key part of the role is to lead on facilitating call levelling sessions both virtually & face to face, to maintain consistency in evaluations. You will be confident in challenging decisions, articulate in rationalising your views and have strong influencing and negotiation skills to gain consensus.Your experience of working in a similar customer focused environment will enable you to understand what good look like and your strong communication both written and verbal will enable you to hit the ground running.*Our employees, just like our customers come from all walks of life, and we’re fuelled in championing diversity, inspiring an inclusive culture, and enabling an environment where you can be your authentic self.*We value work-life balance and aim to support our team wherever possible. If you’re looking for part-time hours or flexible working arrangements, we’re happy to discuss options. If you have the skills and experience, we need, we’d love to hear from you.Our core values are powerful, yet simple: Fairness, Smart and Sustainability! **The Luxion Group comprises of the following companies – Luxion Group Ltd, Utilita Energy Ltd, Luxion Sales Ltd, Utilita Field Services Ltd, Procode Technology Ltd and Canary Care Global Ltd.**As the first energy company to install a smart meter, we’ve helped millions to save £££s on their energy. With personalised energy saving advice, top-notch customer service and our award-winning app, My Utilita, it’s no reason we’re the UK’s #1 PAYG energy supplier.But smart tech isn’t what got us to where we are – that’s down to great people. Our core values drive our innovation to keep us ahead of the curve and pass down the benefits to our customers. We’re always looking for people who share our vision of Smart, Fair and Sustainability.