Customer Services Assistant
Customer Services Assistant (x 2) Permanent – Full time (37.5 Hours) Salary Starting from £22,000p.a . + Bonus + Benefits Ref: fe/23/20
Important information for candidates:
firmus energy use reserve lists for positions where more than one candidate is deemed suitable for a position. Reserve lists are in place for 12 months during which reserve candidates will be offered the same or similar post should one become available during this time.
firmus energy is responsible for the construction and operation of a gas network of over 2,200km across 35 cities, towns and villages across Northern Ireland. As well as connecting customers across its own licensed area, firmus energy, the largest gas supplier by consumption in Northern Ireland, supplies over 110,000 customers powering Northern Irelands homes and businesses.
firmus energy continues to put sustainability at the forefront of its business model, with every connection to gas from oil securing a 52% reduction in carbon emissions. However this is only the first step, and firmus energy will continue on its pathway to net zero, with its modern network being a key enabler to Northern Ireland achieving targets set. The future looks bright at firmus energy, and for those who are part of our team. We offer excellent remuneration and benefits packages, together with comprehensive training and development programmes and the opportunity to excel in challenging and developing roles.
The role: Our Customer Services 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, providing best in class customer service to all our customers. They will also provide administrative support within the Customer Services Team.
The Individual: Our Customer Services Assistants are dedicated to providing the best possible customer experience for potential and existing customers, stakeholders and colleagues. They excel in communication and people skills, and manage a busy workload with clear priorities and objectives.
About the role
Key Accountabilities:
Answer incoming calls demonstrating first class customer service and delivering brand values, advising or redirecting as appropriate
Have an 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, aim 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
What you will need
Required criteria
- 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
Professional skills you’ll need for this job opportunity
Answering Customer Questions
Call Management
Empathy
Effective Listening
Data Entry and Basic Computer Skills
Responding to Customer Needs
Working Under Pressure
Administrative skills
firmus energy
An award-winning, Top 100 energy business based in Antrim with almost 130 employees. We design & build gas networks across NI and supply natural gas to over 110,000 homes and businesses. Established in 2005 we built our network over 35 towns and cities in our original Ten Towns and Belfast. Our network is more than 2,200km, the equivalent of laying mains from Antrim to Frankfurt! We have an important job to do helping deliver reliable and sustainable green gas to heat homes, power factories, universities and critical services. Information for candidates: We use reserve lists for positions where more than one candidate is deemed suitable. Reserve lists are for 12 months during which reserve candidates will be offered the same or similar post should one become available.
Specific Purpose (temporary) Contracts: Should a permanent vacancy arise during the course of a Specific Purpose Contract, the successful candidate will be offered the position on a permanent basis where eligible. What makes firmus energy a great place to work. We are a values-based, award-winning energy business with a family-feel. We are committed to offering rewarding and challenging careers in the energy sector and provide excellent remuneration and benefits packages, not least hybrid working for all staff. We care about our people, the environment and the communities we work in and we have fun too. Why not join us on our journey to a cleaner, brighter future as we transition towards more renewable sources of energy.
Our benefits
At firmus energy we provide an excellent total rewards offering including an annual bonus for everyone, regardless of position with pay reviews being undertaken every year. We understand that a healthy workplace improves employees' overall wellbeing and are committed to providing an extensive array of wellbeing initiatives. We have dedicated Mental Health First Aiders and offer Private Medical Insurance to everyone from day one of employment.