firmus Energy
Customer Service Agent
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About firmus energy
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
- Answer incoming calls demonstrating first-class customer service, advising or redirecting queries 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.
- Undertake any additional duties as directed by the Customer Service Team Lead.
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Skills, Knowledge and Expertise
Essential Criteria
- 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.
Desirable Criteria
- 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.
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Benefits
- 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
- Enhanced sick pay
- Recognition programs
- Long service awards
Career Progression
- 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
About firmus energy
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.
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