Customer Service Agent

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 excited to be expanding our Customer Services Team and are now seeking a Customer Service Agent to join us. As a Customer Service Agent, you will be the first point of contact for potential and existing customers. You will be responsible for handling customer enquiries, delivering best-in-class service, and providing essential administrative support to ensure the smooth running of the Customer Services function.

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 utility industry (Gas/Electricity) Previous experience in a call centre environment 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 Enhanced annual leave 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 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