Customer Services Assistant

2 days ago

Antrim, United Kingdom firmus energy Full time

**Customer Services Assistant (x 1)** **Specific Purpose Role (approx. 9-12 months) - Full time (37.5 Hours)** **Starting Salary £20,140 p.a. + Bonus + Benefits** **Ref: fe/22/13**

firmus energy is responsible for the construction and operation of a natural gas network of over 1,900km; the equivalent of laying mains from Antrim to Rome With over 110,000 customers between our ‘10 towns’ and Belfast markets the future looks bright at firmus energy. firmus energy has a key role to play and a significant contribution to make in the decarbonisation targets set for net zero by 2050 and with significant work already underway, are excited to be part of this change.

We are a family-feel business and offer excellent remuneration and benefits packages, together with comprehensive training and development programmes and the opportunity to excel in challenging and progressive 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

What you will need

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

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