Description
Customer Services Assistant
Full Time (37.5 Hours Per Week)
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.
Joining firmus energy means becoming part of a dynamic and forward-thinking team with exciting opportunities for professional growth and development. We offer a collaborative work environment, competitive benefits, and the chance to make a meaningful impact in Northern Ireland’s energy sector.
About the Role:
We are seeking a Customer Service Assistant to join our team! Our Customer Service Assistants are the first point of contact for potential and existing customers, stakeholders, and incoming calls. They play a key role in processing customer enquiries and providing best-in-class customer service to all our customers. Additionally, they provide essential administrative support within the Customer Services Team.
About the Role:
We are seeking a Customer Service Assistant to join our team! Our Customer Service Assistants are the first point of contact for potential and existing customers, stakeholders, and incoming calls. They play a key role in processing customer enquiries and providing best-in-class customer service to all our customers. Additionally, they provide essential administrative support within the Customer Services Team.
Your New 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 as 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.
Essential Experience & Skills to Succeed:
Minimum of 5 GCSE passes (or equivalent) to include English & Maths at Grade C or above- Previous experience in customer service role, eg call handling, but may also consider retail and leisure
- Excellent IT, communication and people skills
- Ability to process large volumes of information quickly and accurately
- Ability to work on own initiative and prioritise workload
- A ‘can do’ attitude and eager to learn
Package on offer:
- Competitive Salary + Bonus and Benefits
- Hybrid working
- Dedicated development opportunities
- Training and upskilling support
- And More (See full list of benefits below)
Career Incentives & Benefits
Health & Wellbeing
- Hybrid working options
- Private medical insurance
- Annual health checks
- Gym membership subsidy
- Annual flu jab voucher
- Employee assistance program
On-Site Facilities
- Free on-site parking
- Electric car charging points
- Secure office space
- Coffee station
Financial Security
- Enhanced pension plan
- Life assurance
- Group income protection
- Enhanced maternity benefits
- Enhanced sick pay
Career Progression
- Recognition programs
- Dedicated development opportunities
- Training and upskilling support
- Long-service awards
Firmus Energy Supply is an Equal Opportunities Employer
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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