At a Glance
- Tasks: Provide top-notch customer service via calls and emails, handling inquiries and complaints.
- Company: Join a leading utility company with a friendly and inclusive team culture.
- Benefits: Enjoy 22 days annual leave, pension matching, private medical insurance, and free city transport.
- Other info: Be part of a company that values diversity and teamwork, with excellent training opportunities.
- Why this job: Make a real difference in customers' lives while growing your career in a dynamic environment.
- Qualifications: Experience in customer service or retail, with strong communication skills and a can-do attitude.
The predicted salary is between 24000 - 30000 £ per year.
Are you currently looking to change your current job and have experience in customer services? Do you have experience in retail? Then we want to hear from you! 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.
Whats 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, Administration, Accurate Data Entry, Complaint Handling
Benefits: Paid Holidays, Parking, Medical Aid / Health Care, Group Life Assurance
Customer Advisor employer: Phoenix Energy
Join an industry-leading utility company that values its employees and fosters a supportive work culture. As a Customer Advisor, you'll benefit from comprehensive training, a competitive pension scheme with matching contributions, and generous annual leave, all while working in a diverse team dedicated to delivering exceptional service. With opportunities for personal growth and a commitment to community impact, this role in Greater Belfast offers a rewarding career path in a thriving environment.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Advisor
✨Tip Number 1
Get to know the company! Research Phoenix Energy and understand their values and mission. This will help you tailor your approach during interviews and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your communication skills! Since you'll be handling customer calls and emails, it’s crucial to articulate your thoughts clearly. Try role-playing with a friend or family member to simulate real customer interactions.
✨Tip Number 3
Show off your problem-solving skills! Be ready to discuss how you've handled customer complaints in the past. Use the STAR method (Situation, Task, Action, Result) to structure your answers and highlight your ability to resolve issues effectively.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows that you’re proactive and keen on joining the team at Phoenix Energy. Don’t miss out on this opportunity!
We think you need these skills to ace Customer Advisor
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your application to highlight your relevant experience in customer service and retail. We want to see how your skills align with what we're looking for, so don’t be shy about showcasing your strengths!
Show Off Your Communication Skills:Since written communication is key for this role, ensure your application is clear and concise. Use proper grammar and spelling, and keep it professional yet friendly – we love a good personality!
Highlight Your Problem-Solving Abilities:In your application, share examples of how you've effectively handled customer complaints or emergencies in the past. We’re looking for those who can stay calm under pressure and resolve issues efficiently.
Apply Through Our Website:We encourage you to submit your application through our website. It’s the best way for us to receive your details directly, and you’ll find all the information you need about the role and our company there!
How to prepare for a job interview at Phoenix Energy
✨Know Your Customer Service Basics
Brush up on your customer service principles, especially those related to handling complaints and delivering excellent service. Be ready to share specific examples from your past experiences that demonstrate your ability to manage high volumes of customer contact effectively.
✨Familiarise Yourself with the Company
Do a bit of research on the company’s history, values, and recent developments. Understanding their commitment to diversity and community service will help you align your answers with their corporate objectives during the interview.
✨Practice Calm Communication
Since the role involves handling emergencies, practice staying calm under pressure. You might be asked how you would respond to a gas emergency or a difficult customer situation, so think through your responses and keep them professional and composed.
✨Prepare Questions to Ask
Have a few thoughtful questions ready to ask at the end of your interview. This shows your interest in the role and the company. You could ask about the team dynamics or what success looks like in this position, which can also give you valuable insights.
