At a Glance
- Tasks: Join a friendly team to deliver excellent customer service and handle inquiries.
- Company: Leading utility company committed to diversity and teamwork.
- Benefits: 22 days annual leave, pension scheme, private medical insurance, and free staff transport.
- Other info: Dynamic work environment with opportunities for growth and development.
- Why this job: Make a positive impact in your community while developing your skills.
- Qualifications: Experience in customer service or contact centre roles with strong communication skills.
The predicted salary is between 25650 - 31350 £ per year.
This is an exciting opportunity to work for a friendly team in an industry leading utility company. You will be joining a team of people who are united in achieving our corporate objectives and who are willing to go the extra mile to deliver excellent service to our customers. As an equal opportunity employer, we welcome applications from all ages and backgrounds.
Key Responsibilities:
- Handle inbound and outbound telephone calls, emails, and prepayment faults, delivering efficient and inclusive service in line with ISO 22458 vulnerability awareness principles.
- Ensure all customer interactions meet Phoenix Energy service standards and regulatory response time requirements.
- Respond effectively to reported gas emergencies in accordance with Gas Safety Standards (GSS) and Operational Safety Standards (OSS).
- Accurately collect, record, and validate customer data and incident details, initiating appropriate emergency response protocols whilst maintaining calm, professional demeanour.
- Handle and resolve customer complaints following company procedures.
- Record complaints accurately and escalate to your team leader when needed.
Essential Experience:
- At least two years experience working within a contact centre dealing with high volume telephone enquiries.
- OR At least three years experience in a retail or other customer-facing environment, with demonstrated ability to manage high volumes of customer contact and compliance requirements AND At least one years administrative experience.
Education:
- Demonstrable written communication skills.
- Minimum of 5 GCSE passes (or equivalent) to include English and Maths at Grade C or above.
What's in it for you?
- You will receive 22 days annual leave plus 11 bank holidays (this increases with length of service).
- Enrolment into the Company pension scheme on commencement and upon meeting qualifying criteria the Company will match your pension contributions up to 6%.
- Comprehensive training plan.
- Life assurance whilst employed by the Company.
- Private medical insurance upon meeting qualifying criteria.
- Free staff transport to and from the city centre.
Are you someone who:
- Respects diversity and behaves in an inclusive manner.
- Has a can-do attitude.
- Can evolve and adapt quickly.
- Wants to deliver positive change to the customer and communities that we serve.
- Recognises that we can achieve more through teamwork.
If this sounds like you then we definitely want to hear from you!
A little more about us: We were established in 1996 to bring natural gas to the Greater Belfast area of Northern Ireland, where there was previously no natural gas distribution network. Since 1996 local, national and international partnerships have delivered an investment of over £500 million into the Northern Ireland economy and the wider natural gas industry now provides employment to over 2,500 people. We continue to invest in infrastructure that currently has in excess of 256,000 domestic and business customers connected, and continues to grow at around 8,000 new customers each year.
Skills: Customer Service, Complaint Handling, Good communication skills, Call Handling
Benefits: Pension, Group Life Assurance, Free Parking, Staff Bus, Private Medical Insurance
Customer Service Advisor in Belfast employer: Phoenix Energy
Join an industry-leading utility company that prioritises employee well-being and professional growth. With a friendly team culture, competitive benefits including a generous annual leave policy, pension matching, and private medical insurance, we are committed to fostering an inclusive environment where every employee can thrive. Located in the vibrant Greater Belfast area, this role offers the chance to make a meaningful impact while enjoying excellent work-life balance and community engagement.
