field sales representative

engineer

retail sales associate

dual fuel smart meter engineer

smart meter engineer

Utilita

What is the best part of working at the company?
Being able to work somewhere that is always striving to do what is right for its customers and having the chance to contribute to many different processes and areas of the business where improvements to the customer experience are being made.  Having the opportunity to continuously develop skills and learn new things to meet current and future challenges and working with a team of people who really believe in the values of the business.

What is the most stressful part about working at the company?
Sometimes a lack of clarity in the expectations of a particular task or guidance on where the best resources can be found to obtain required information on unfamiliar topics can be stressful.  Similarly in some situations priority of tasks or the best people to consult with within the company to truly understand what’s needed to meet the required challenges can be unclear but these situations are usually resolved without too much difficulty by reaching out to appropriate managers and stakeholders and consulting the company’s invaluable online resources.

What is the work environment and culture like at the company?
The work environment and culture are both great. Co-workers are always very friendly and typically happy to lend assistance when they can.  Employees are given all the tools needed to do their job well and employee wellbeing is actively prioritized for example by provision of varied activities and resources to aid with maintaining good health including a health benefits package.   Another example is the company being amenable to flexible working patterns and locations (role dependent).  Communication on important developments and day to day news is fantastic and this helps inspire employees to do their best to put the customer first and understand how their contributions can form a vital part of the business’s success.

What is a typical day like for you at the company?
I typically start the day with checking in on any automated processes that I’m responsible for maintaining that have run recently to ensure no problems were seen and the required data was obtained and processed successfully.  If problems are seen, then initial investigations would be made and depending on the severity work on addressing the issues may be needed straight away.  There’s a morning catch-up call with the rest of the team to review tasks for the day and give an opportunity for anyone to seek assistance with any challenges encountered or pass on useful information found from latest work.  After finishing checking on the automated processes, catching up on latest emails and completing any regular data processing requiring manual input I’ll then move onto latest project work. The data science work is varied and, in my role, involves data from a wide variety of business areas but common components of the work involve data collection, cleansing, processing, extracting insights and presenting.  In addition, machine learning techniques are used for gaining additional insights and allowing for forecasting and predictions.  There will often be one or two project meetings; or inter team catch up meetings; or one to one manager meetings during the day which give a chance to report and review findings and find out what new challenges are ahead.

Utilita promotes really positive and progressive corporate values and they are taking this further by introducing a staff steering group over the coming months. 

The promotion opportunities are varied but overall Utilita offers good routes for progression in both the Contact Centre and Operations departments. They, more often than not, promote from within and this really helps with motivation. 

There is a subsidised canteen on site that serves good food from early morning until afternoon. The staff facilities are good, although there are some slight issues with parking. It's seems as if this was quickly noticed by management and alternatives are always being trialled to find then best solution to the parking problems ( I cycle so it doesn't affect me at all). 

The CEO is relaxed and you will regularly see him about the building. You'll get emails from both Bill and Mike, the Finance Director, notifying you of key business events/decisions/results which is great! It makes you feel part of the wider business. 

The product is good and always improving to suit the ever growing customer base. There are clear processes to follow when issues do arise and you're trained on this when you start. 

Staff parties, I've heard, are good. The upcoming summer party sees the company take staff to London for a private event. I'm looking forward to it, though not London Saturday night drink prices! 

Due to the ever increasing size they are employing fast and the turnover seems quite high. It would feel better for the current staff to see this addressed rather than just replacing with new recruits.

Some customer interactions can be challenging and at times colleagues are left upset after calls. Management do support this well. 

At interview I did raise a health issue I was currently facing and this was discussed at some length. Since starting I have taken several sick days related to this issue along with numerous appointments. Whilst the time they allow for appointments (two hours paid) is good, they have not requested any medical notes/letters or documents from me due to my intermittent, one day absences. Instead I have been informed of the risk of termination of my contract in a few of my return to work meetings. I do understand I am within my probation though. 

Overall Utilita is a pretty good place to work. The management at all levels are friendly, approachable and are always more than happy to talk over any concerns, issues or situations you may be facing. You're driven and pushed forward by standards rather than targets which is a real positive in a call centre environment. Change is fast and usually well communicated. There can be issues with communications sometimes but the business is growing fast and this is expected. You can always raise any issues with your line manager. 

I hope to continue working for Utilita whilst looking to progress within the company. I enjoy most days at work and I am driven by the need to uphold company standards.

Don't know where to start, not everything is as it seems from the first impression...

Management terrible, uncaring, unapproachable and didn't actually seem to do very much while never being available. They were strict on the majority of agents and expected you to be constantly taking calls for 8 hours straight, but had a few 'teachers pet' agents which seemed to be allowed to do whatever they want. If you had a problem on the phone you could be waiting 10 minutes until a manager turned up from whoever they'd been having 'banter' with. Most managers apparently did not actually have any managerial experience, and it shows.

Culture within the call centre was cliquey and reminiscent of high school. It seems that unless you are either good looking or loud, you will be ignored by most people in this call centre. Misogyny is rife within this call centre and as previously mentioned, some agents treated as favourites by management, and others with complete indifference. 

KPI targets only achievable if you have the mindset of "lets get through as many customers as possible". Actively encouraged by management to do this. Humanity discouraged in favour of promoting the same old scripted benefits of the company on every call and even upselling to clearly distressed customers. There is little to no respite between calls and you are timed on your toilet breaks. You will literally be taking calls for 8 hours straight, every day. 

High staff turnover as management seem to be trigger happy with firing people. This is due to high levels of absence and lateness with agents, as nobody likes the job. The interview and first week at this company seems very promising, they smother you in false niceties which only seem to extend until you have finished training. 

Only redeeming factor of the job is the pay, which is slightly above national minimum wage. Do not work here unless it is a last resort. You can do much better.


Where do I begin. The worst company I've worked for. If you're thinking of joining this company as a smart meter dual fuel engineer then think twice. When first starting training is at Warrington branch. All expenses paid. You will have lots of travelling to do. Your work will be all over the place. Scheduling will send you jobs without asking if you can pick up or while completing a job and if you don't answer your phone the job or jobs will be sent to your handheld computer. The bonus scheme is impossible as you need to complete 25 jobs when a dual counts as only 1 job. The overtime is paid at time and a 1/4 this also applies to on call payments. Although you get a retainer your shift starts at 11 or 12 and finishes at 8pm. Be warned that you will get booked appointments even when you should only get or pick up emergency jobs only. Any call after after 8pm is paid at time and a 1/4 even if your still out till 3am. Getting stock is a complete joke as the auto replenish just doesn't work and you'll be lucky to get any consumables as when ordering nothing was sent out. You only get a 2 meter length of cable, so if you get new installs  you need to call manager and he'll get someone to bring to you. You only get 3ft lengths of copper pipes. No passing jobs back at the end of the day even if you had issues during the day. You're expected to carry on until all jobs are completed. No life other than Utilita. Think twice before applying to work for Utilita. 

Since I started as a graphic designer at Utilita in early 2024, I've learnt so much in my role from my direct team and manager in terms of soft skills but mainly hard skills. These lessons I have learnt have helped me to be a more productive and confident designer. Taking my time and slowing down the process where necessary to make sure that every piece of work I create is accurate - spending more time in the design phase and less time dealing with amends.

Having previously worked from an office location 5-days a week in my previous role, I wasn't sure how I would feel about hybrid working when coming into this role. However, even after only being with the company for just over a couple of months, I can honestly say that my perspective on it has completely changed. It has given me the perfect work-life balance for my role and career.

In terms of the most enjoyable aspects of my job, I get a true sense of enthusiasm from helping and passing over the skills I know to colleagues around me as well as reaching out for helping and being a sponge for knowledge about design. Also, seeing the impact that my work has on the people around me gives me the encouragement to continue to push my own boundaries and produce my best work.

I have constantly felt supported and valued by both my colleagues and the management team. The company has a strong sense of community and teamwork, the communication channels are always open, making it easy to voice opinions and concerns.
Utilita also provides plenty of opportunities for personal and professional growth. They offer various training programmes and development initiatives to help employees enhance their skills and advance their careers. The company not only values hard work but also recognises and rewards it, providing incentives and recognition programs to motivate and encourage employees.
What I appreciate most about working at Utilita is the strong emphasis on work-life balance. The company understands the importance of maintaining a healthy work-life balance and actively promotes it. There is a supportive and friendly atmosphere within the workplace, which makes it a comfortable and enjoyable environment to work in.
Overall, my experience at Utilita has been fantastic. I have been able to grow both personally and professionally, thanks to the opportunities and support provided by the company. I am proud to be a part of Utilita and look forward to many more years of growth and success with the company.

What is the best part of working at the company?
The working culture here is great. There's a real focus on developing skills and intercommunication. 

What is the most stressful part about working at the company?
Comparative to the larger energy companies we're limited in technology and resources which can make systemic changes slow and limited. Everyone I work with wants to do the best job they can but we don't always have the best tools to do so and that can be frustrating.

What is the work environment and culture like at the company?
Really good. Very friendly and inclusive. It's not a massive company but it's also not a small company where everyone knows everyone. You're as likely to bump into the CEO at the lunch queue as you are someone who's worked at the company 10 years and you've never met before. Nevertheless everyone is very friendly and there's always some way to get more involved if you want to.

What is a typical day like for you at the company?
On the days I work in the office I typically arrive early, get breakfast in the onsite canteen and then go through any overnight tickets that have been raised to triage.

After that I will work on high priority cases and ongoing data analysis projects until these are up to date, then low priority cases until EOD.

My job includes managing all aspects of the ICT systems, as well as IT documentation, third party contractors and suppliers, the IT service desk and staff. Alongside this I also design, build and implement new IT systems, for the continuous growth of the company. This includes day-to-day DR expansion and technical support to all projects involving IT as well as managing IT based projects.
I have learnt many new skills since starting back in 2007. I can now effectively and efficiently manage a service desk, implement small to medium business migration, as well as medium to enterprise migration, and have an in-depth understanding of modern day computing systems. This includes virtualisation, back up and recovery, resilience, budget management, people management, and writing and presenting business cases.
The hardest part of my job is being agile enough to accommodate all the project requests for a rapidly expanding business, that being said I relish the challenge and continually overcome these hurdles through effective decisions, perseverance and delegation.
The part of the job I enjoy most is the autonomy of the role, as I feel that I have a lot of responsibility in helping the business grow. This gives a great sense of pride and satisfaction.

Worked in one of the largest customer service department of the company for 1 year. The Team Leaders are great and value their staff but middle management couldn't care less. Approximately 76 people, around half the entire amount of staff in the department, were either fired or quit in a two month period from July - August 2018 which tanked the service. Very little employee feedback, lots of promises of promotions etc but with no intent to follow up on them. 

The work is stressful and demoralizing, there is a lot of camaraderie between staff members but because the service the company provides is not particularly good there are a lot of unhappy customers with the expectation to 'spin things into a positive' which essentially means lie to customers to protect the company's interests. 

When I joined the job was advertised with a large emphasis on the fact service advisors wouldn't have to sell the product and by the end management had included the need to go through marketing options for the company as part of a routine call, even though most customers couldn't care less about product when their power is out.

Utilita, with its core values of Smart, Sustainability, and Fairness, fosters a dynamic company culture. As an employee, you receive recognition and rewards for embodying these values through a monthly reward and recognition scheme.

Utilita actively encourages staff to engage with the wider community by participating in volunteering days for charitable and community projects. Our teams within the Customer Contact Centre are trained to support vulnerable customers and educate them on energy conservation and cost reduction. The Customer First ethos permeates our interactions with both staff and customers and I can honestly say I had the best onboarding into an organisation that I have ever experienced!

In my role, I feel empowered to challenge the status quo, drive positive change, and contribute to the company’s success. Utilita’s commitment to promoting from within provides fantastic opportunities for learning and personal development.

Overall, Utilita’s culture embodies its values, creating an environment where employees thrive and make a meaningful impact. 

Top Job Titles	Average salary
Field sales representative 718 salaries reported	£27,612 per year
Engineer 170 salaries reported	£39,411 per year
Retail sales associate 2 salaries reported	£27,976 per year
Dual fuel smart meter engineer 241 salaries reported	£39,048 per year
Smart meter engineer 151 salaries reported	£38,131 per year

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