At a Glance
- Tasks: Be the friendly voice for customers, handling enquiries and providing top-notch service.
- Company: Join firmus energy, a dynamic team in Northern Ireland's energy sector.
- Benefits: Enjoy competitive pay, hybrid work options, and fantastic career growth opportunities.
- Other info: Great perks like private medical cover and recognition programs await you!
- Why this job: Make a real difference in customer experiences while developing your skills.
- 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 JBLE1_NI in Newtownabbey employer: Firmus Energy (Supply) Limited
Joining firmus energy means becoming part of a dynamic and forward-thinking team in Northern Ireland's energy sector, where you can enjoy a collaborative work environment and competitive benefits. With a strong focus on professional growth, we offer dedicated development opportunities, recognition programs, and a modern office space equipped with excellent facilities. If you're passionate about customer service and looking for a role that allows you to make a meaningful impact while enjoying a supportive culture, firmus energy is the perfect place for you.
Contact Details:
Firmus Energy (Supply) Limited Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Agent - Gas JBLE1_NI 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 enquiries 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 JBLE1_NI 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 CV and cover letter 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 role.
Be Clear and Concise:We appreciate clear communication, so keep your application straightforward. Use bullet points for your skills and experiences, and make sure to proofread for any typos or errors before hitting send!
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. We can't wait to hear from you!
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. Understand what it means to provide first-class service and be ready to share examples from your past experiences. This will show that you’re not just familiar with the concept, but that you live it.
✨Demonstrate Your Communication Skills
Since this role involves a lot of communication, practice articulating your thoughts clearly. You might want to do a mock interview with a friend or family member. Focus on maintaining a positive tone and showing enthusiasm in your responses.
✨Familiarise Yourself with the Company
Research firmus energy and its values. Knowing about their services and how they impact the community can help you tailor your answers. It also shows that you’re genuinely interested in the company and the role.
✨Prepare for Common Scenarios
Think about potential customer scenarios you might face in the role. Prepare responses for handling complaints or difficult situations. This will demonstrate your problem-solving skills and your ability to take ownership of customer requests.
