Customer Experience Call Agent — Fast, Friendly Support

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

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