At a Glance
- Tasks: Deliver exceptional customer service and resolve enquiries efficiently.
- Company: Join firmus energy, Northern Ireland's leading gas provider, now expanding into electricity.
- Benefits: Enjoy enhanced leave, performance bonuses, hybrid working, and private medical cover.
- Other info: Dynamic environment with excellent career progression and training opportunities.
- Why this job: Make a real difference in customer experiences while shaping the future of energy.
- Qualifications: 5 GCSEs including English and Maths; customer-facing experience preferred.
The predicted salary is between 24199 - 29577 £ per year.
Location: Mallusk, Newtownabbey, Northern Ireland
About firmus energy
Building on our success as the largest gas supplier by consumption, firmus energy is now expanding its impact by bringing innovation, reliability, and customer-focused energy solutions to electricity. This transition marks a significant milestone in our commitment to Net Zero, and we are looking for passionate individuals to join us at the forefront of this change. As part of our team, you'll help shape the future of energy in Northern Ireland, supported by excellent remuneration, benefits and development opportunities in a dynamic and purpose-driven environment.
Role Overview
Based at our Mallusk office and reporting to the Customer Experience Team Lead, the Customer Experience Call Agent is at the heart of delivering an exceptional service to our customers. As one of the first voices our customers hear, you'll handle a wide range of enquiries, provide support and guidance, and help create positive experiences at every interaction. This is a fast-paced, customer-focused role where no two days are the same. You'll take ownership of customer queries, resolve issues efficiently, and support key administrative processes that keep our Customer Experience team running smoothly. If you enjoy speaking with people, solving problems, and making a real difference to the customer journey, this is an excellent opportunity to join a growing team and play a key role in our continued success.
Role Responsibilities
- Act as the first point of contact for firmus energy customers, delivering a professional, friendly and efficient service across all customer interactions.
- Handle a high volume of inbound customer calls, accurately assessing customer needs and resolving enquiries at the first point of contact wherever possible.
- Manage customer enquiries received via telephone, email and online channels, ensuring responses are timely, accurate and customer-focused.
- Take ownership of customer requests from initial contact through to resolution, keeping customers informed throughout the process.
- Handle customer complaints with empathy and professionalism, working to achieve positive outcomes in line with company values and procedures.
- Accurately record customer interactions, update customer accounts and maintain data integrity across company systems.
- Complete customer service administration activities, including processing requests, maintaining records and handling follow-up actions.
- Meet individual and team performance targets relating to customer service, quality standards, productivity and customer satisfaction.
- Develop and maintain a strong understanding of firmus energy products, services, processes and regulatory requirements to ensure accurate information is provided to customers.
- Build effective working relationships with colleagues across the business to support the prompt resolution of customer queries.
- Demonstrate a positive, enthusiastic and customer-focused approach, maintaining a professional telephone manner at all times.
- Support colleagues and contribute to a collaborative, high-performing contact centre environment.
- Undertake any other duties reasonably required by the Customer Experience Team Lead.
Skills, Knowledge and 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.
- 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.
- Dedicated development opportunities.
- Training and upskilling support.
- On-Site Facilities.
- Free on-site parking.
- Electric car charging points.
- New modern office space.
- High tech workstations.
About firmus energy
firmus energy (supply) is Northern Ireland's leading natural gas provider. Since our establishment in 2005, we have grown to serve over 113,000 residential and commercial customers. Our mission is to deliver safe, sustainable, and cost-effective energy solutions while prioritising customer satisfaction and innovation.
Customer Experience Call Agent in Newtownabbey employer: Firmus Energy Limited
At firmus energy, we pride ourselves on being a leading employer in Northern Ireland, offering a dynamic and purpose-driven work environment where innovation meets reliability. As a Quality Assurance Analyst, you'll enjoy excellent remuneration, enhanced benefits, and dedicated development opportunities, all while contributing to the future of energy solutions. Our commitment to employee growth, coupled with modern office facilities and a supportive culture, makes us an exceptional place to build your career.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience Call Agent in Newtownabbey
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Firmus Energy Limited. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Firmus Energy Limited before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Experience Call Agent in Newtownabbey
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Firmus Energy Limited:Your cover letter is your chance to shine! Tell us why you want to work at Firmus Energy Limited specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Firmus Energy Limited!
How to prepare for a job interview at Firmus Energy Limited
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
