At a Glance
- Tasks: Be the friendly voice for customers, handling inquiries and resolving issues with a positive attitude.
- Company: Join firmus energy, Northern Ireland's leading gas supplier, committed to innovation and sustainability.
- Benefits: Enjoy competitive pay, hybrid work options, private medical cover, and generous annual leave.
- 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 24000 - 28000 £ 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.
Due to continued growth, we are 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, 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
- 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.
- 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.
Customer Service Agent - Gas in Newtownabbey employer: firmus energy
Firmus Energy is an exceptional employer, offering a dynamic and purpose-driven work environment where employees can thrive while contributing to the future of energy in Northern Ireland. With competitive remuneration, comprehensive benefits, and dedicated development opportunities, we prioritise employee growth and satisfaction, making it an ideal place for passionate individuals looking to make a meaningful impact in the energy sector.
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 and their mission. Understanding their commitment to Net Zero and customer satisfaction will help you tailor your responses and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your phone skills! Since you'll be handling customer calls, it’s crucial to have a friendly and professional phone manner. Try role-playing with a friend or family member to get comfortable with answering questions and resolving issues on the spot.
✨Tip Number 3
Show off your problem-solving skills! During the interview, be ready to share examples of how you've successfully handled customer complaints or tricky situations in the past. This will demonstrate your ability to provide first-class service and align with the company's values.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows that you’re proactive and keen to join the firmus energy team. Good luck!
We think you need these skills to ace Customer Service Agent - Gas in Newtownabbey
Some tips for your application 🫡
Tailor Your CV:Make sure your CV reflects the skills and experience mentioned in the job description. Highlight your customer service experience and any relevant qualifications, like your GCSEs. We want to see how you can bring value to our team!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to express your passion for customer service and the energy sector. Share specific examples of how you've handled customer queries or complaints in the past. We love seeing enthusiasm!
Show Off Your Communication Skills:Since this role involves a lot of communication, make sure your application showcases your verbal and written skills. Keep your language clear and professional, but don’t be afraid to let your personality shine through. We appreciate authenticity!
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way to ensure your application gets to us quickly and efficiently. Plus, you’ll find all the details about the role and our company culture there!
How to prepare for a job interview at firmus energy
✨Know the Company Inside Out
Before your interview, take some time to research firmus energy. Understand their mission, values, and recent developments, especially their transition to electricity. 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, asking clarifying questions if needed, and responding thoughtfully. This skill is crucial for the role, as it shows you can engage with customers effectively.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving abilities. Think about how you would handle specific customer complaints or high-pressure situations. Being prepared with clear, concise examples will help you stand out as a candidate who can deliver first-class service.
