Vulnerable Customer Agent

NIE Networks; Craigavon; On-site; GBP 40,000 - 60,000; Full time

Job summary

A leading electricity infrastructure provider in Northern Ireland is seeking a Vulnerable Customer Agent to support customers needing additional care and understanding. This role involves managing communications, training staff, and contributing to a customer-centric culture. Ideal candidates should possess strong empathy, communication skills, and a proactive approach. The application deadline is 11pm on Wednesday 8 October 2025.

Qualifications

• Compassionate and proactive personality.
• Ability to manage customer interactions with empathy.

Responsibilities

• Managing the Medical Customer Care Register.
• Planning and hosting meetings with Vulnerable Customer Champions group.
• Contributing to supportive customer culture.
• Training staff on engaging with vulnerable customers.

Skills

Customer Support

Customer Service

Customer Focused

Empathy

Stakeholder Engagement

Communication

Job description

Overview

We’re currently recruiting for a Vulnerable Customer Agent to join our dedicated team, reporting directly to the Vulnerable Customer Manager. This is a unique opportunity for someone who is compassionate, proactive, and eager to make a meaningful impact in a critical area of our growing business.

Northern Ireland Electricity Networks (NIE Networks) owns and operates the electricity transmission and distribution infrastructure across Northern Ireland, delivering power to over 929,000 customers including homes, businesses, and farms. Our responsibilities include maintaining and expanding the network, connecting new customers, and ensuring our equipment remains safe and reliable. While we do not supply electricity directly, we provide metering services and data to suppliers and market operators.

Customer service at NIE Networks is evolving, particularly in response to the Utility Regulator’s Best Practice Framework for Vulnerable Customers. As a Vulnerable Customer Agent, you’ll play a key role in supporting customers who require additional time, care, and understanding. You’ll manage interactions across multiple communication channels, offering empathetic guidance and helping resolve queries with professionalism and sensitivity.

Responsibilities

• Locally managing and maintaining the Medical Customer Care Register
• Supporting the planning and hosting meetings with our Vulnerable Customer Champions group
• Contributing to the development of a supportive and inclusive customer culture
• Supporting the training of customer-facing staff including contractors on best practices for engaging with vulnerable customers

This is a role where your voice matters, your empathy makes a difference, and your contribution helps shape how NIE Networks supports its most at-risk customers.

For further information, the Role Specification Document is available to download.

CV and Cover Letter must be received no later than 11pm on Wednesday 8 October 2025.

Skills

• Customer Support
• Customer Service
• Customer Focused
• Empathy
• Stakeholder Engagement
• Communication