firmus Energy
Sales Support Advisor - Maternity Cover
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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
We are seeking a Sales Support Advisor on a 12-month fixed-term contract to provide maternity cover within our Sales Team. Reporting to the Sales Support Team Lead, the successful candidate will play a key role in delivering a smooth and efficient onboarding experience for new customers, responding to emails and queries, and providing administrative support to the wider sales function.
Working closely with various internal departments, the successful candidate will help ensure the timely completion of the customer switching process and create a positive first impression that supports long-term customer success.
Role Responsibilities
- Assist the Sales Support Team lead with administration tasks, processing switching requests in line with industry standards and regulatory guidelines ensuring the highest standards of accuracy, data integrity, and timely completion.
- Monitor switch progress through internal systems. Raise and manage requests with network operators and other industry suppliers to resolve data mismatches and outstanding issues.
- Investigate and resolve objections, rejections, and exceptions arising during the switch process.
- Communicate with customers, suppliers, network operators, and internal teams to gather required information and resolve queries.
- Gain thorough knowledge of market procedures including switching workflows, market messages, and gas network operational standards.
- Ensure compliance with regulations and market procedures and data protection requirements.
- Identify opportunities to improve switching workflows, reduce delays, and enhance customer experience.
- Support audits and compliance reporting, proactively identifying any jobs exceeding standard timescales and investigating possible resolutions.
- Deliver a professional, accurate, and helpful customer experience throughout the switching journey.
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Experience Requirements
Essential
- Previous experience working in a regulated utility business.
- Minimum of 5 GCSEs (or equivalent) at Grade C or above to include Math & English.
- Demonstrable IT proficiency, including experience with Microsoft Office and other relevant tools.
- Ability to communicate clearly and professionally across multiple channels (email, phone, internal systems).
- Flexibility required with an ability to excel in a pressurised working environment.
- Ability to organise tasks, work with schedules, and manage workload while remaining focused on team goals.
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Desirable
- Familiarity with regulatory frameworks or industry standards.
- Previous experience in a sales advisor role.
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
- On-Site Facilities
- Free on-site parking
- Electric car charging points
- New modern office space
- High tech work stations
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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