Customer Services Agent
Full Time (37.5 Hours Per Week)
Joining firmus energy means becoming part of a dynamic and forward-thinking team with exciting opportunities for professional growth and development. We offer a collaborative work environment, competitive benefits, and the chance to make a meaningful impact in Northern Irelands energy sector.
About the Role:Due to continued growth, we are seeking a Customer Service Agent to join our team! Our Customer Service Agents are the first point of contact for potential and existing customers, stakeholders, and incoming calls. They play a key role in processing customer enquiries and providing best-in-class customer service to all our customers. Additionally, they provide essential administrative support within the Customer Services Team.
If you are passionate about customer service and looking for a role where you can grow and make a significant impact, we would love to hear from you! Apply now to join our team and help us continue to deliver exceptional service to our customers.
Key Responsibilities
- Answer incoming calls demonstrating first-class customer service and delivering brand values, advising or redirecting as appropriate.
- Have excellent telephone manner, be enthusiastic with a can do attitude.
- Administration of customer queries via email or online.
- Handle and resolve customer complaints in line with the company values.
- Take ownership of customer requests, aiming to provide 1st call resolution
- Customer Services administration as required.
- Develop strong relationships with other firmus energy departments, gaining comprehensive knowledge of our business.
- Undertake any additional duties as directed by the Customer Services Manager.
Skills, Knowledge & Expertise
Essential Criteria
- Minimum of 5 GCSE passes (or equivalent), including English and Maths at Grade C or above
- Experience in a customer-facing role, with a proven ability to manage high volumes of inbound queries via phone, email, or live chat
- Demonstrated ability to investigate and resolve customer queries at the first point of contact
- Strong IT literacy, including proficiency in Microsoft Office and the ability to work across multiple systems simultaneously
- Excellent verbal and written communication skills, with the ability to convey information clearly
- Ability to work effectively as part of a team
- A customer-first approach with a positive attitude
Desirable Criteria
- Previous experience working in the gas/utility industry
- Awareness of energy regulations (e.g. customer rights, support for vulnerable customers)
- Experience working to KPIs (e.g. call handling time, first call resolution, CSAT scores)
- Ability to follow regulatory and compliance requirements
- Strong call control, active listening, and rapport-building skills
Benefits
- 37.5 Annual Leave Days inclusive of Bank Holidays
- Up to 15% performance bonus
- Hybrid working after training
- Private Medical Cover
- Enhanced pension plan
- Life assurance
- Group income protection
- Enhanced maternity benefits
- Enhanced sick pay
- Recognition programs
- Long service awards
Career Progression
Recognition programs
Dedicated development opportunitiesTraining and upskilling supportLong-service awards
On-Site Facilities
Free on-site parking
Electric car charging points
Modern office space
Firmus Energy Supply is an Equal Opportunities Employer
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