Customer Experience Call Agent

Firmus Energy; Antrim and Newtownabbey District; Hybrid; GBP 21,000 - 27,000; Full time

Benefits offered by this job

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

Enhanced annual leave

Job summary

firmus energy, Northern Ireland's leading gas provider, is hiring a Customer Experience Call Agent based at our Mallusk office. You will be the first voice customers hear, handling inquiries, guiding customers, and delivering a professional, friendly service across phone, email and online channels.

You will own customer queries from initial contact through resolution, resolve issues efficiently, maintain data integrity, and support administrative processes to keep the Customer Experience team

Qualifications

• Minimum of 5 GCSE passes (including English and Maths at Grade C or above).
• Experience in a customer-facing role handling high volumes of inbound queries.
• Proven ability to investigate and resolve customer queries at first contact.
• Strong IT literacy across Microsoft Office and multiple systems.
• Excellent verbal and written communication; able to convey information clearly.
• Team player with a customer-first attitude.

Responsibilities

• Act as first point of contact for 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

GCSE English & Maths

Customer-facing experience

First-contact resolution

IT literacy

Verbal & written communication

Teamwork

Customer-first approach

Job description

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

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.

Role 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 and 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

• Dedicated development opportunities
• Training and upskilling support

On-Site Facilities

• Free on-site parking
• Electric car charging points
• New modern office space
• High tech workstations

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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