Customer Services Assistant
Permanent -
Antrim Based
Permanent
Ref: fe/15/33
Starting Salary £15,230Ref: fe/16/16
firmus energy is responsible for the construction and operation of a natural gas network of over 1,000km across more than 20 towns within Northern Ireland. As well as supplying over 25,000 customers across its own licensed area, firmus energy also competes in the competitive gas market in Greater Belfast, where we also supply over 50,000 customers.
The future looks bright in the common sense world of 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
OurThe Customer Services Assistants isare one of the first points of contact for potential and existing customers, stakeholders and incoming calls. Initially based within the Customer Services team, tThey will play a key role in processing customer enquiries and complaints for gas customers, providing best in class customer service to all our customers. They will also provide administrative support within the Customer Services Team.
Key Priorities
· 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
Other Responsibilities
· Administration of new customer paperworkCustomer Services administration as required
· Carry out filing, photocopying as requested
· Provide cover for the firmus reception area as required
· Develop strong relationships with other firmus energy departments, gaining comprehensive knowledge of the switching processour business
· Provide administrative support within the department as required
· Undertake any additional duties as directed by the Customer Services Manager
Qualifications/Requirements
Essential:
· Minimum of 5 GCSE passes (or equivalent) to include English & Maths at Grade C or above
· Previous experience in customer facing service role, eg. call handling, but may also consider retail and leisure in commercial/call handling environment
· Excellent IT, communication and peopleinterpersonal skills
· Ability to work on own initiative and prioritise workload
· A ‘can do’ attitude and eager to learn
Desirable:
· Familiarity with CRM software and systems desirable but not essential
· Familiarity with commercial billing and customer database systems
Applications (including a cover letter detailing how you meet the criteria and a current CV) to be sent to by 5:00pm Wednesday 6 July 2016. Please quote reference number in application.
firmus energy is an equal opportunities employer.
Applications including current CV to be sent by email to .
Closing date for applications is 5:00pm Wednesday 16 December 2015.
firmus energy is an equal opportunities employer