Job Title: Telephony Analyst
Location: Chandlers Ford / Hybrid (Minimum of 2x days per week onsite)
Salary: £26,208 - £28,000
Hours: 40 hours per week between 7:30am-5:30pm, 1 in 4 weeks on-call rota
Sponsorship: Unfortunately, we are unable to offer sponsorship for this role.
Join the Utilita today; where you can play an active role in enhancing our customer experience.
Are you a good problem solver with the ability to effectively troubleshoot issues?
Join our Contact Centre team and take a key role in shaping and enhancing our telephony systems.
You’ll be responsible for building and developing the phone lines that guide customers to the right support, while continuously reviewing system performance to identify opportunities for improvement.
What you will be doing?
Your day-to-day responsibilities will include developing and configuring phone lines while monitoring their performance to ensure efficiency. You’ll identify and resolve any issues with the telephony system, keep key stakeholders informed on project progress, analyse telephony data to produce detailed performance reports, and maintain compliance with all relevant regulations. Additionally, you’ll manage user access by creating and maintaining logins within the telephony system.
Who are we looking for?
You will be working in a reactive based role, working off a ticketing system to troubleshoot and fix issues. This requires you to work well under pressure and use initiative.
Telephony Analysts have a curious approach to troubleshooting, with the ability to think holistically and anticipate knock on effects. You will also be a subject matter expert so you will need to explain findings and actions in a user-friendly manner.
Confidence in using IT systems would be essential. Previous experience using SQL would be desired, however, would not be required.
You must be able to participate in a one in four week on call rota
The Important Things!
Join a company that truly invests in you. 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, free onsite gym, win tickets to top events through the Utilita Arenas, enjoy exclusive discounts, and give back with a paid volunteering day. Plus, benefit from a generous pension contribution. We’re more than a workplace; we’re a place to thrive.
About us
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. Plus, 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 are also striving 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 powerful, yet simple: Fairness, Smart and Sustainability!
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.
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
#LI-TW1 #LI-Hybrid
Top Skills
What We Do
With customer-first embedded in the DNA of each of our brands, Luxion is committed to shaping the future of technology and energy – ensuring innovation is not just a goal, but a means to enhance lives and businesses.
Our brands:
Utilita Energy – Utilita Energy is the UK’s first and only specialist smart Pay As You Go energy supplier – supplying gas and electricity to over 830,000 homes across the nation. Founded in 2003 to challenge the Big 6 energy suppliers, Utilita was created to empower everyone with fair and flexible services that are both good for the pocket and Planet.
Procode – Committed to helping businesses elevate with innovative technology, Procode’s platforms provide the tools to tap into data and help the energy and utilities sector improve customer experience. Procode have decades of experience building apps, technology products and cloud-based platforms which are trusted by almost a million UK households.
Canary Care – Canary Care smart home monitoring offers peace of mind - helping vulnerable people maintain their independence for longer. The wireless home monitoring service is used by homes, local authorities, NHS organisations and care providers across the UK to give users the reassurance that everything is as it should be, and to flag when help may be needed.
