Customer Experience Call Agent TLNT1_NI

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 were looking for passionate individuals to join us at the forefront of this change. As part of our team, youll help shape the future of energy in Northern Ireland, supported by excellent remuneration, benefits and development opportunities in a dynamic and purpose-driven environment. About the Role: Based at our Mallusk office and reporting to the Customer Experience Team Lead, the Customer Experience Call Agent is at the heart of delivering an exceptional service to our customers. As one of the first voices our customers hear, you'll handle a wide range of enquiries, provide support and guidance, and help create positive experiences at every interaction. This is a fast-paced, customer-focused role where no two days are the same. You'll take ownership of customer queries, resolve issues efficiently, and support key administrative processes that keep our Customer Experience team running smoothly. If you enjoy speaking with people, solving problems, and making a real difference to the customer journey, this is an excellent opportunity to join a growing team and play a key role in our continued success. Key Responsibilities Act as the first point of contact for firmus energy customers, delivering a professional, friendly and efficient service across all customer interactions Handle a high volume of inbound customer calls, accurately assessing customer needs and resolving enquiries at the first point of contact wherever possible Manage customer enquiries received via telephone, email and online channels, ensuring responses are timely, accurate and customer-focused Take ownership of customer requests from initial contact through to resolution, keeping customers informed throughout the process Handle customer complaints with empathy and professionalism, working to achieve positive outcomes in line with company values and procedures Accurately record customer interactions, update customer accounts and maintain data integrity across company systems Complete customer service administration activities, including processing requests, maintaining records and handling follow-up actions Meet individual and team performance targets relating to customer service, quality standards, productivity and customer satisfaction Develop and maintain a strong understanding of firmus energy products, services, processes and regulatory requirements to ensure accurate information is provided to customers Build effective working relationships with colleagues across the business to support the prompt resolution of customer queries Demonstrate a positive, enthusiastic and customer-focused approach, maintaining a professional telephone manner at all times Support colleagues and contribute to a collaborative, high-performing contact centre environment Undertake any other duties reasonably required by the Customer Experience Team Lead. Skills, Knowledge & 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 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 Recognition programs Dedicated development opportunities Training and upskilling support Long-service awards On-Site Facilities Free on-site parking Electric car charging points Modern office space Firmus Energy Supply is an Equal Opportunities Employer

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