At a Glance
- Tasks: Be the friendly voice for customers, handling enquiries and resolving issues with a positive attitude.
- Company: Join firmus energy, Northern Ireland's leading gas provider, now innovating in electricity.
- Benefits: Enjoy enhanced annual leave, performance bonuses, hybrid working, and private medical cover.
- Other info: Dynamic team environment with excellent training and career development 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 24098 - 29453 £ per year.
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’re 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
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.
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.
- Role Responsibilities
- 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
- Undertake any additional duties as directed by the Customer Service Team Lead
Skills, Knowledge and Expertise
- 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
- 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
- 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
- Recognition programs
- Long service awards
- 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 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.
Community
Background: We are required to monitor the community background of applicants and employees under the Fair Employment and Treatment (NI) Order 1998.
Regardless of whether you actually practice a particular religion, most people in Northern Ireland are perceived to be members of either the Protestant or Roman Catholic communities.
We therefore ask you to indicate your community background by ticking the appropriate box below.
Under fair employment legislation and associated monitoring regulations, we have a legal duty to provide an annual monitoring return to the Equality Commission.
To do this we must obtain appropriate data on applicants.
- The application deadline for this role is September 17, 2026
- #J-18808-Ljbffr
Customer Service Agent in Newtownabbey employer: firmus energy
Firmus Energy is an exceptional employer, offering a dynamic and purpose-driven work environment where passionate individuals can thrive. With competitive remuneration, generous benefits including 25 days of holiday plus bank holidays, and ample opportunities for personal and professional growth, employees are empowered to make a meaningful impact in the energy sector. Join us in shaping the future of energy in Northern Ireland while enjoying a supportive culture that values innovation and teamwork.
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. 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 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:Your cover letter is your chance to shine! Tell us why you want to work at firmus energy 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!
How to prepare for a job interview at firmus energy
✨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.
