Customer Service Agent

Firmus Energy; Newtownabbey; Hybrid; GBP 18,000 - 23,000; Full time

Benefits offered by this job

Hybrid 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

Enhanced annual leave

Up to 15% performance bonus

Job summary

firmus energy is expanding its Customer Services Team and seeks a Customer Service Agent to handle customer enquiries, provide best-in-class service and support administrative tasks to keep the Customer Services function running smoothly.

You will be the first point of contact for customers, solving queries, building strong cross-department relationships, and contributing to an excellent customer experience in a dynamic, purpose-driven environment.

Qualifications

• GCSEs incl English & Maths (Grade C+)
• Experience in customer-facing roles managing high volumes of queries
• Ability to resolve queries at first point of contact
• Strong IT skills across MS Office and multiple systems
• Excellent verbal and written communication
• Teamwork and customer-first mindset
• Knowledge of energy/regulatory context a plus
• Experience in call centre environment
• Ability to meet KPIs (handle time, CSAT)
• Understanding of regulatory/compliance requirements

Responsibilities

• Be the first point of contact for customers via phone, email or live chat
• Handle and resolve customer enquiries and complaints professionally
• Provide administrative support to Customer Services to ensure smooth operations
• Aim for first call resolution and high customer satisfaction
• Develop relationships with other departments to know the business
• Support training and adapt to changes in processes

Skills

GCSEs including English & Maths

Customer-facing experience

First-call resolution

IT literacy (Microsoft Office)

Strong communication

Team player

Energy/regulatory awareness

Call centre experience

KPI awareness

Regulatory compliance

Education

GCSE or equivalent

Tools

Microsoft Office

Multiple systems experience

Job description

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

Due to continued growth, we are excited to be expanding our Customer Services Team and are now seeking a Customer Service Agent to join us. As a Customer Service Agent, you will be the first point of contact for potential and existing customers. You will be responsible for handling customer enquiries, delivering best-in-class service, and providing essential administrative support to ensure the smooth running of the Customer Services function.

This is an excellent opportunity to be part of a growing team where you will play a key role in shaping the customer experience and supporting our ongoing success.

Role Responsibilities

• Have 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, aiming to provide 1st call resolution
• Customer Services administration is required
• Develop strong relationships with other firmus energy departments, gaining comprehensive knowledge of our business
• Undertake any additional duties as directed by the Customer Service Team Lead

Skills, Knowledge and Expertise

• 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
• 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
• 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
• Recognition programs
• Long service awards
• 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

firmus energy(supply) is Northern Ireland’s leadingnatural 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.

Community Background: We are required to monitor the community background of applicants and employees under the Fair Employment and Treatment (NI) Order 1998. Regardless of whether you actually practice a particular religion, most people in Northern Ireland are perceived to be members of either the Protestant or Roman Catholic communities. We therefore ask you to indicate your community background by ticking the appropriate box below.

Under fair employment legislation and associated monitoring regulations, we have a legal duty to provide an annual monitoring return to the Equality Commission. To do this we must obtain appropriate data on applicants.

The application deadline for this role is September 17, 2026