Customer Services Assistant

Location UK / Antrim

Job Type Permanent full-time

Salary See description

Updated 4 days ago

Reference 1440773

 Job Description

Excellent opportunity for Customer Services Assistants based in Antrim

Starting Salary £17,938

Ref: fe/19/33

firmus energy is responsible for the construction and operation of a natural gas network of over 1,400km across 30 cities, towns and villages across Northern Ireland. As well as connecting over 45,000 customers across its own licensed area, firmus energy also competes in the competitive natural gas market in Greater Belfast, where it also supplies over 50,000 customers.

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.

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
  • Administration of customer queries via email or online
  • 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

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.

Knowledge/Skills & Experience 


  • 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 work on own initiative and prioritise workload
  • A ‘can do’ attitude and eager to learn

We are also offering a competitive starting salary plus a fantastic benefits package including Performance Related Awards, 25 days annual leave plus 10 Statutory days and 2 Company days, pension, life assurance, permanent health insurance, free parking, and great training and development opportunities.

Applications (including a cover letter detailing how you meet the criteria and a current CV) to be sent by clicking on the APPLY NOW button below by 5pm on Thursday, 26 September 2019.