At a Glance
- Tasks: Provide top-notch customer service and support to our valued customers.
- Company: Join a dynamic team at firmus energy, a leader in Northern Ireland's energy sector.
- Benefits: Enjoy competitive pay, hybrid work options, and extensive career development opportunities.
- Other info: Exciting perks like private medical cover and recognition programs await you!
- Why this job: Make a real impact while growing your skills in a supportive environment.
- Qualifications: 5 GCSEs including English and Maths; customer service experience preferred.
The predicted salary is between 20000 - 25000 £ per year.
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 Ireland's energy sector.
About the Role: Due to continued growth, we are seeking a Customer Service Agent to join our team! Our Customer Service Agents are the first point of contact for potential and existing customers, stakeholders, and incoming calls. They play a key role in processing customer enquiries and providing best-in-class customer service to all our customers. Additionally, they provide essential administrative support within the Customer Services Team. 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!
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 gas/utility industry.
- 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.
- Electric car charging points.
- Modern office space.
Firmus Energy Supply is an Equal Opportunities Employer.
Customer Service Agent - Gas in Newtownabbey employer: Firmus Energy (Supply) Limited
Joining firmus energy means becoming part of a dynamic and forward-thinking team dedicated to making a meaningful impact in Northern Ireland's energy sector. With a collaborative work environment, competitive benefits, and ample opportunities for professional growth, we empower our Customer Service Agents to excel in their roles while providing exceptional service to our customers. Our commitment to employee development, recognition programs, and modern office facilities makes firmus energy an excellent employer for those passionate about customer service.
Contact Details:
Firmus Energy (Supply) Limited Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Agent - Gas in Newtownabbey
✨Tip Number 1
Get to know the company! Before your interview, do a bit of research on firmus energy. Understand their values and what they stand for. This will help you tailor your answers and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice makes perfect! Role-play common customer service scenarios with a friend or family member. This will help you feel more confident when handling tricky questions about customer complaints or queries during the interview.
✨Tip Number 3
Show off your skills! Be ready to share specific examples from your past experiences where you’ve provided excellent customer service or resolved issues effectively. Use the STAR method (Situation, Task, Action, Result) to structure your responses.
✨Tip Number 4
Don’t forget to follow up! After your interview, send a quick thank-you email to express your appreciation for the opportunity. It’s a nice touch and keeps you fresh in their minds as they make their decision.
We think you need these skills to ace Customer Service Agent - Gas in Newtownabbey
Some tips for your application 🫡
Show Your Passion for Customer Service:When writing your application, let your enthusiasm for customer service shine through! We want to see how you can bring a positive attitude and a 'can-do' spirit to our team.
Tailor Your Application:Make sure to customise your application to highlight your relevant experience. Mention any previous roles where you've handled customer queries or complaints, as this will show us you're the right fit for the job!
Be Clear and Concise:We appreciate clear communication, so keep your application straightforward. Use simple language and avoid jargon to ensure we understand your skills and experiences without any confusion.
Apply Through Our Website:Don't forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen on joining our dynamic team!
How to prepare for a job interview at Firmus Energy (Supply) Limited
✨Know Your Customer Service Basics
Brush up on the fundamentals of customer service, especially in a call centre environment. Be ready to discuss your previous experiences handling customer queries and complaints, and think of specific examples where you provided excellent service or resolved issues effectively.
✨Demonstrate Your Communication Skills
Since this role requires excellent verbal and written communication, practice articulating your thoughts clearly. During the interview, showcase your ability to listen actively and respond appropriately, as this will reflect your capability to handle customer interactions smoothly.
✨Familiarise Yourself with the Company
Research firmus energy and understand their values, services, and the energy sector in Northern Ireland. Being knowledgeable about the company will not only impress the interviewers but also help you tailor your answers to align with their mission and customer service approach.
✨Prepare for Scenario-Based Questions
Expect questions that ask how you would handle specific customer situations. Think through potential scenarios related to customer complaints or high call volumes, and prepare structured responses that highlight your problem-solving skills and customer-first attitude.
