Customer Services Assistant

**Customer Services Assistant**

**Permanent - 37.5 hours per week**

**Starting Salary £22,000 p.a. + Bonus + Benefits**

**Ref: fe/23/29**

firmus energy is responsible for the construction and operation of a gas network of over 2,200km across Northern Ireland and is the largest gas supplier by consumption in Northern Ireland.

firmus energy continues to put sustainability at the forefront of its business model, with every connection to gas from oil securing a 52% reduction in carbon emissions. However, this is only the first step, and firmus energy will continue on its pathway to net zero, with its modern network being a key enabler to Northern Ireland achieving targets set. The future looks bright at firmus energy, and for those who are part of our team. We offer excellent remuneration and benefits packages, together with comprehensive training and development programmes and the opportunity to excel in challenging and developing roles.

**The Role**:
Our Customer Services Assistants are the first point of contact for potential and existing customers, stakeholders and incoming calls. They play a key role in processing customer enquiries, providing best in class customer service to all our customers. They will also provide administrative support within the Customer Services Team.

**The Individual**:
Our Customer Services Assistants are dedicated to providing the best possible customer experience for potential and existing customers, stakeholders and colleagues. They excel in communication and people skills, and manage a busy workload with clear priorities and objectives.

**About The Role**

**Key Accountabilities**:

- Answer incoming calls demonstrating first class customer service and delivering brand values, advising or redirecting as appropriate
- Have an excellent telephone manner, be enthusiastic with a ‘can do’ attitude
- Handle and resolve customer complaints in line with the company values
- Take ownership of customer requests, aim to provide 1st call resolution
- Customer Services administration as required
- Develop strong relationships with other firmus energy departments, gaining comprehensive knowledge of our business
- Provide cover for Reception as required
- Undertake any additional duties as directed by the Customer Services Manager

**Required Criteria**
- Minimum of 5 GCSE passes (or equivalent) to include English & Maths at Grade C or above
- Previous experience in customer service role, eg call handling, but may also consider retail and leisure
- Excellent IT, communication and people skills
- Ability to process large volumes of information quickly and accurately
- Ability to work on own initiative and prioritise workload
- A ‘can do’ attitude and eager to learn

**Skills Needed**

Answering Customer Questions, Call Management, Customer Service, Empathy, Effective Listening, Data Entry and Basic Computer Skills, Responding to Customer Needs, Working Under Pressure

**About The Company**

An award-winning, Top 100 energy business based in Antrim with almost 130 employees. We design & build gas networks across NI and supply natural gas to over 110,000 homes and businesses. Established in 2005 we built our network over 35 towns and cities in our original Ten Towns and Belfast. Our network is more than 2,200km, the equivalent of laying mains from Antrim to Frankfurt

We have an important job to do helping deliver reliable and sustainable green gas to heat homes, power factories, universities and critical services.

**Company Culture**

Specific Purpose (temporary) Contracts:
What makes firmus energy a great place to work.

We are a values-based, award-winning energy business with a family-feel. We are committed to offering rewarding and challenging careers in the energy sector and provide excellent remuneration and benefits packages, not least hybrid working for all staff.

We care about our people, the environment and the communities we work in and we have fun too.

Why not join us on our journey to a cleaner, brighter future as we transition towards more renewable sources of energy.

**Company Benefits**

At firmus energy we provide an excellent total rewards offering including an annual bonus for everyone, regardless of position with pay reviews being undertaken every year. We understand that a healthy workplace improves employees' overall wellbeing and are committed to providing an extensive array of wellbeing initiatives. We have dedicated Mental Health First Aiders and offer Private Medical Insurance to everyone from day one of employment.

Health insurance, Vacation, Paid time off, Performance bonuses, Paid sick days, Retirement plan and/or pension, Office perks, Employee development programs, Employee discounts, Gym membership or wellness programs, Free parking, Open office, Company retreats, Competitive salary, Life insurance, Event tickets, Family and friends rates, Long service recognition, Employee Assistance Scheme, Wellbeing Scheme, Office Games and Gaming, Work