At a Glance
- Tasks: Be the friendly voice for customers, handling inquiries and resolving issues with a positive attitude.
- Company: Join firmus energy, a leader in innovative energy solutions committed to Net Zero.
- Benefits: Enjoy competitive pay, hybrid working, private medical cover, and generous leave.
- Other info: Dynamic team environment with excellent career progression and training opportunities.
- Why this job: Shape the future of energy while making a real difference in customer experiences.
- Qualifications: 5 GCSEs including English and Maths; customer service experience preferred.
The predicted salary is between 25000 - 30000 £ per year.
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 will 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
Due to continued growth, we are excited to be expanding our Customer Services Team and are now seeking Customer Service Agents to join us in this newly created role. As a Customer Service Agent, you will be the first point of contact for potential and existing customers, stakeholders, and incoming calls. This is an excellent opportunity to be part of a growing team where you will play a key role in shaping the customer experience and supporting our ongoing success. 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.
Role 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 is required.
- Develop strong relationships with other firmus energy departments, gaining comprehensive knowledge of our business.
- Provide cover for Reception as required.
- Undertake any additional duties as directed by the Customer Services Manager.
Skills, Knowledge and Expertise
Essential Criteria
- Minimum of 5 GCSE passes (or equivalent), including English and Maths at Grade C or above.
- Previous experience working in the electricity sector.
- 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
- 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
- 37.5 Annual Leave Days inclusive of Bank Holidays.
- 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.
Customer Service Agent - Electricity TLNT1_NI in Newtownabbey employer: Firmus Energy (Supply) 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 customer service excellence. As a Customer Service Agent, you'll enjoy competitive remuneration, extensive benefits, and ample opportunities for career progression, all while contributing to our mission of delivering reliable energy solutions and achieving Net Zero. Join us and be part of a supportive team that values your growth and well-being, with unique perks like hybrid working options and on-site facilities.
Contact Details:
Firmus Energy (Supply) Limited Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Agent - Electricity TLNT1_NI in Newtownabbey
✨Tip Number 1
Get to know the company! Research firmus energy and their values. When you understand their mission, you can tailor your conversations to show how you fit into their vision for customer service.
✨Tip Number 2
Practice your phone skills! Since you'll be handling calls, try role-playing with a friend or family member. This will help you get comfortable with answering queries and resolving issues on the spot.
✨Tip Number 3
Show your enthusiasm! When you speak with potential employers, let your passion for customer service shine through. A positive attitude can make all the difference in landing that job.
✨Tip Number 4
Apply through our website! We want to see your application directly, so don’t hesitate to submit it online. It’s the best way for us to connect and get you started on this exciting journey.
We think you need these skills to ace Customer Service Agent - Electricity TLNT1_NI in Newtownabbey
Some tips for your application 🫡
Show Your Passion:When you're writing your application, let your enthusiasm for the role shine through! We want to see that you're genuinely excited about joining firmus energy and contributing to our mission of delivering customer-focused energy solutions.
Tailor Your CV:Make sure to customise your CV to highlight relevant experience in customer service and the electricity sector. We love seeing how your skills align with what we're looking for, so don’t be shy about showcasing your achievements!
Be Clear and Concise:Keep your application straightforward and to the point. We appreciate clarity, so make sure your written communication is easy to read and free from jargon. This will help us understand your qualifications quickly!
Apply Through Our Website:Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it’s super easy to do!
How to prepare for a job interview at Firmus Energy (Supply) Limited
✨Know the Company Inside Out
Before your interview, take some time to research firmus energy. Understand their mission, values, and recent developments in the electricity sector. This will not only show your enthusiasm but also help you tailor your answers to align with their goals.
✨Showcase Your Customer Service Skills
As a Customer Service Agent, you'll need to demonstrate your ability to handle customer queries effectively. Prepare examples from your past experiences where you resolved issues or provided exceptional service. Use the STAR method (Situation, Task, Action, Result) to structure your responses.
✨Practice Active Listening
During the interview, practice active listening. This means fully concentrating on what the interviewer is saying, rather than just waiting for your turn to speak. It will help you respond more thoughtfully and show that you value their input, which is crucial in a customer-facing role.
✨Prepare Questions to Ask
At the end of the interview, you'll likely have the chance to ask questions. Prepare thoughtful questions about the team dynamics, training opportunities, or how success is measured in the role. This shows your genuine interest in the position and helps you assess if it's the right fit for you.
