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

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