Utilities Case Handler

Job Summary

We are looking for an organised, proactive and customer-focused Business Utilities Case Handler to join our growing team.

Working closely with the Head of Department, you will manage a portfolio of utility cases from initial instruction through to completion. You will communicate with clients, utility suppliers and other relevant organisations, investigate issues and help achieve the best possible outcome for each client.

This position would suit someone who is naturally curious, enjoys investigating problems and is motivated by finding solutions. Previous utilities experience would be an advantage, but you do not need to know everything from the outset. Full training and ongoing support will be provided.

Key Responsibilities

• Managing utility cases from initial instruction through to completion.
• Liaising with clients, energy and water suppliers, meter operators and other relevant organisations.
• Managing Change of Tenancy requests and gathering the required documentation.
• Investigating billing, meter, account and consumption-related queries.
• Assisting with disconnection, reconnection and re-energisation matters.
• Obtaining meter readings, supplier information and commercial utility quotations where required.
• Preparing professional correspondence, complaints and escalations to suppliers, the Energy Ombudsman and other relevant organisations.
• Liaising with debt recovery or enforcement agents where necessary.
• Keeping clients informed about the progress of their cases.
• Maintaining accurate and detailed records of communications, actions and outcomes.
• Handling Subject Access Requests in accordance with GDPR and company procedures.
• Supporting the Head of Department with case progression and general administration.
• Attending relevant team and business meetings.

What We're Looking For

We are looking for someone who is highly organised, professional and able to manage multiple cases effectively.

Essential Requirements

• Previous office, administrative or case-handling experience.
• Excellent organisational and time-management skills.
• Strong attention to detail and a high level of accuracy.
• Confident written and verbal communication skills.
• The ability to manage multiple cases and prioritise effectively.
• A logical and practical approach to problem-solving.
• Confidence when communicating with clients, suppliers and external organisations.
• The ability to work independently, use initiative and know when to ask for support.
• A professional, reliable and customer-focused approach.
• A willingness to learn and a genuine interest in developing knowledge of the utilities industry.

Desirable Requirements

• Previous experience within the utilities or energy industry.
• Experience dealing with electricity, gas or water suppliers.
• Knowledge of Change of Tenancy processes.
• Experience with billing disputes, meter-related queries, disconnections or re-energisation.
• Knowledge of GDPR and Subject Access Requests.
• Experience preparing complaints or liaising with the Energy Ombudsman.

Computer Skills

The successful candidate should be comfortable with:

• Using Microsoft Word, Excel and Outlook.
• Writing and formatting professional emails and letters.
• Creating, saving, locating and organising electronic documents and folders.
• Working with PDF documents, including completing forms and attaching documents to emails.
• Accurate data entry and record management.
• Using online supplier portals and case management systems.
• Carrying out effective online research.
• Learning new systems and digital processes.

Advanced Excel knowledge is not required, but the candidate must be confident using a computer and willing to learn.

What We Offer

• Full training and ongoing support from the Head of Department.
• Opportunities to develop specialist knowledge of the commercial utilities industry.
• Practical experience working with business clients, utility suppliers, brokers, meter operators, the Energy Ombudsman and other industry organisations.
• Exposure to a varied portfolio of commercial clients, including restaurants, retailers, offices, landlords, property managers and other UK businesses.
• Regular salary reviews, with opportunities for pay increases as your knowledge, experience and responsibilities develop.
• A clear opportunity to progress beyond the Case Handler position.
• The potential to take on a more senior position and help supervise or manage future team members as the department expands.
• The opportunity to contribute ideas and play an active part in the growth of D2S Utility Plus Ltd.
• A supportive working environment where initiative, professional development and high-quality client service are recognised.

Recruitment Process

Shortlisted candidates will be invited to attend an interview at our Birmingham office.

The interview will provide an opportunity to discuss the role, the candidate’s previous experience and their interest in commercial utilities and case handling. Candidates may also be asked to complete a short, practical exercise based on a typical client enquiry. This will help us assess written communication, attention to detail, problem-solving ability and basic computer skills.

Previous utilities knowledge will be considered an advantage, but we are equally interested in candidates who demonstrate strong potential, curiosity, initiative and a genuine willingness to learn.

Pay: £13.00-£14.50 per hour

Expected hours: No more than 35.0 per week

Benefits:

• Company pension
• Free parking
• On-site parking

Experience:

• Utilities: 2 years (preferred)

Work authorisation:

• United Kingdom (required)

Work Location: In person