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 <ul><li>Answer incoming calls demonstrating first-class customer service and delivering brand values, advising or redirecting as appropriate. </li><li>Have excellent telephone manner, be enthusiastic with a can do attitude. </li><li>Administration of customer queries via email or online. </li><li>Handle and resolve customer complaints in line with the company values. </li><li>Take ownership of customer requests, aiming to provide 1st call resolution </li><li>Customer Services administration as required. </li><li>Develop strong relationships with other firmus energy departments, gaining comprehensive knowledge of our business. </li><li>Undertake any additional duties as directed by the Customer Services Manager. </li> </ul> Skills, Knowledge & Expertise Essential Criteria <ul><li>Minimum of 5 GCSE passes (or equivalent), including English and Maths at Grade C or above </li><li>Experience in a customer-facing role, with a proven ability to manage high volumes of inbound queries via phone, email, or live chat </li><li>Demonstrated ability to investigate and resolve customer queries at the first point of contact </li><li>Strong IT literacy, including proficiency in Microsoft Office and the ability to work across multiple systems simultaneously </li><li>Excellent verbal and written communication skills, with the ability to convey information clearly </li><li>Ability to work effectively as part of a team </li><li>A customer-first approach with a positive attitude </li> </ul> Desirable Criteria <ul><li>Previous experience working in the gas/utility industry </li><li>Awareness of energy regulations (e.g. customer rights, support for vulnerable customers) </li><li>Experience working to KPIs (e.g. call handling time, first call resolution, CSAT scores) </li><li>Ability to follow regulatory and compliance requirements </li><li>Strong call control, active listening, and rapport-building skills </li> </ul> Benefits <ul><li>37.5 Annual Leave Days inclusive of Bank Holidays </li><li>Up to 15% performance bonus </li><li>Hybrid working after training </li><li>Private Medical Cover </li><li>Enhanced pension plan </li><li>Life assurance </li><li>Group income protection </li><li>Enhanced maternity benefits </li><li>Enhanced sick pay </li><li>Recognition programs </li><li>Long service awards </li> </ul> Career Progression Recognition programs Dedicated development opportunities Training and upskilling support Long-service awards On-Site Facilities Free on-site parking Electric car charging points Modern office space Firmus Energy Supply is an Equal Opportunities Employer WHJS1_NI

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