Customer Engagement Specialist

Power NI; Northern Ireland; Remote; GBP 24,000 - 27,000; Full time

Job summary

A leading energy company in Northern Ireland seeks a Customer Engagement Specialist. This remote role requires excellent communication skills and offers a starting salary of £24,300 with opportunities to progress to £26,500, plus a bonus. Candidates should have 6 months of customer service experience and strong IT skills. The position supports career progression and includes various employee benefits, ensuring a positive working environment.

Benefits

Up to a 10% annual bonus

23-25 days Holiday Allowance + 11 stats

Enhanced Maternity and Paternity Pay

Health Care

Award Winning Wellbeing Programme

Free Counselling Service

Qualifications

• 6 months’ fully remote working experience required.
• 6 months’ customer service experience required.
• A suitable, dedicated place to work at home.

Responsibilities

• Provide the highest level of service to domestic customers.
• Update accounts using Customer Care and Billing System.
• Support vulnerable customers with ongoing training.

Skills

Excellent numerical communication skills

Spoken and written communication skills

Strong IT Skills

Education

GCSE level education (English and Maths A* - C)

Tools

MS Office

Job description

Overview

Role title

Customer Engagement Specialist

Account: Power NI

Expiry date: 21st sept

Salary: Starting salary £24,300 with opportunities to progress to £26,500, plus up to a 10% annual bonus. Additional opportunities to progress to £29,000, following development to a Senior Customer Engagement

Contract

Permanent - Full Time

Working Hours

37 hours - Monday to Friday

Remote Working

This is a remote only role, however residency in NI is essential

About Us

is a leading energy company in both RoI and NI, dedicated to decarbonising Ireland's energy system. Through three key units—Renewables, Flexible Generation, and Customer Solutions (Energia in RoI, Power NI in NI)—we offer advanced energy solutions. We're committed to driving Ireland’s renewable future and supporting local communities through initiatives like employee volunteering and community benefit funds.

Power NI, as part of Energia Group, is Northern Ireland’s most trusted energy supplier, delivering the products, services and value that families, businesses and communities need today - for a greener, more sustainable tomorrow. We are NI’s largest electricity supplier, energising over half a million homes, farms and businesses for over 90 years. We are driving positive change for people living here and for the future of our planet through sustainable, smart, affordable and customer centric products and services.

Our talented employees are our greatest asset, and we invest in their growth through Learning and Development programmes. We foster a safe, inclusive work environment, champion diversity, and are seeking people with positive energy to make an impact in their roles through a meaningful career with us.

About the Role

You will be the first point of contact for all domestic queries, responding to and delivering a customer experience that is second to none. Working alongside some of the industry’s best customer service advisors, you will contribute towards achieving business performance targets ensuring the Power NI brand continues to grow. The ideal candidate will be empathetic, caring, highly motivated, disciplined, and reliable with a focus on providing an amazing customer experience driven through natural conversations to achieve high customer satisfaction. Our customers would agree and scored us 86% in satisfaction surveys based on last year’s performance.

Responsibilities

Day-to-day, here’s what your new role would look like:

• You will provide the highest level of service to our domestic customers whether through voice initially progressing onto social or email interactions. An average day of customer calls consists of helping up to 30 customers per day.
• You will be part of our inbound customer care team which endeavors to win and retain customers through your passion for great customer service
• You will be responsible for updating our accounts using our Customer Care and Billing System
• You will have the skills to listen carefully to our domestic customers’ needs in order to actively promote and establish payment schemes alongside our other products and services to match our customers' requirements
• You will support our vulnerable customers and you will receive ongoing training from our in-house specialists and charity partners
• You will have the desire to get involved in a range of community focused activities • You will be able to develop and maintain positive working relationships both internally and externally with our domestic customers
• You will carry out all duties in line with company policies, procedures, and relevant industry guidelines

About you

Key Criteria – What You’ll Need

• 6 months’ fully remote working experience.
• 6 months’ customer service experience.
• Excellent numerical, spoken, and written communication skills with the ability to listen effectively.
• Strong IT Skills with a good working knowledge of MS Office.
• A suitable, dedicated place to work at home (private and you won't get interrupted), with natural light, desk, chair, and an excellent broadband connection.

Desirable Criteria - These help decide between those who meet all the above key criteria:

• Previous experience of working within a contact centre environment.
• GCSE level education (to include English and Maths A* - C grade or equivalent).

If you are enthusiastic about this role but don’t meet every single requirement, we still encourage you to apply. Your past experiences might be the perfect match for this or other positions, making you the unique talent we’re looking for.

What We Offer

• Competitive salary + up to a 10% annual bonus
• Annual Cost of Living Review
• 23-25 days Holiday Allowance + 11 stats
• Career Progression and Development - Almost 100% of our promotions are from within the organisation
• Internal L&D courses, mentoring, external networking and year-round learning
• Enhanced Maternity and Paternity Pay
• Family Friendly Policies
• Health Care
• Sick Pay
• Award Winning Wellbeing Programme
• Wellbeing Fund - to be used towards anything that energises you from Gym equipment or membership to Reflexology
• Free Counselling Service
• Health Checks
• Sports Club
• Social Club
• Virtual Gym Membership
• Free Flu Jab
• Cycle to Work Scheme
• Free Parking
• Life Assurance
• Volunteering days and more

Benefits: Work From Home