Customer Experience Call Agent — Hybrid & Benefits

Firmus Energy; Belfast City District; Híbrido; GBP 18.000 - 24.000; Tempo integral

Benefícios oferecidos por esta vaga

Hybrid work after training

Private Medical Cover

Enhanced pension plan

Life assurance

Group income protection

Enhanced maternity benefits

Recognition programs

Long service awards

Dedicated development opportunities

Training and upskilling support

Resumo da vaga

Firmus Energy is seeking a Customer Experience Call Agent to join our Mallusk team, delivering exceptional service to customers across calls, email and online channels. You will own inquiries, resolve issues efficiently, and support core admin processes to keep the Customer Experience team running smoothly.

The role emphasises problem solving, clear communication, and a customer-focused approach, with hybrid working after training and opportunities for development within a growing utility

Qualificações

• Minimum of GCSE passes including English and Maths
• Experience in a customer-facing role handling high volumes of queries
• Ability to resolve customer queries at first point of contact
• Strong IT skills and multi-system usage
• Excellent verbal and written communication, team-oriented

Responsabilidades

• Be the first point of contact for customers with professional, friendly service
• Handle high volume inbound calls, assess needs and resolve at first contact
• Manage queries via phone, email and online channels with timely responses
• Own customer requests from contact to resolution and inform customers throughout
• Record interactions accurately and maintain data integrity across systems
• Meet individual and team KPIs for quality, productivity and CSAT

Conhecimentos

Customer service

First contact resolution

Active listening

Clear communication

Teamwork

Regulatory awareness

Formação

GCSEs incl English and Maths

Ferramentas

Microsoft Office

Descrição da vaga

Firmus Energy is seeking a Customer Experience Call Agent to join our Mallusk team, delivering exceptional service to customers across calls, email and online channels. You will own inquiries, resolve issues efficiently, and support core admin processes to keep the Customer Experience team running smoothly.

The role emphasises problem solving, clear communication, and a customer-focused approach, with hybrid working after training and opportunities for development within a growing utility