Customer Service Agent - Electricity in Newtownabbey

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.

Due to continued growth, we are 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.

Qualifications

• 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.
• 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.
• 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.