At a Glance
- Tasks: Be the friendly voice for customers, handling inquiries and resolving issues with a smile.
- Company: Join firmus energy, a dynamic team making waves in Northern Ireland's energy sector.
- Benefits: Enjoy enhanced leave, performance bonuses, hybrid work, and private medical cover.
- Other info: Opportunities for training, development, and career progression await you!
- Why this job: Make a real impact while growing your career in a supportive environment.
- Qualifications: 5 GCSEs including English and Maths; customer service experience is a plus.
The predicted salary is between 25549 - 31227 £ per year.
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 Ireland's 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.
- Dedicated development opportunities.
- Training and upskilling support.
- On-Site Facilities.
- Free on-site parking.
- Electric car charging points.
- Modern office space.
Firmus Energy Supply is an Equal Opportunities Employer.
Customer Service 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 Service 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 Service 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.
