This is an exciting opportunity to work for a friendly team in an industry leading utility company. You will be joining a team of people who are united in achieving our corporate objectives and who are willing to go the extra mile to deliver excellent service to our customers.
As an equal opportunity employer, we welcome applications from all ages and backgrounds.
Key Responsibilities:
- Customer Contact and Service Delivery
Handle inbound and outbound telephone calls, emails, and prepayment faults, delivering efficient and inclusive service in line with ISO 22458 vulnerability awareness principles. Ensure all customer interactions meet Phoenix Energy service standards and regulatory response time requirements.
- Emergency Response
Respond effectively to reported gas emergencies in accordance with Gas Safety Standards (GSS) and Operational Safety Standards (OSS). Accurately collect, record, and validate customer data and incident details, initiating appropriate emergency response protocols whilst maintaining calm, professional demeanour.
- Complaints
Handle and resolve customer complaints following company procedures. Record complaints accurately and escalate to your team leader when needed.
Essential Qualifications
- Minimum of 5 GCSE passes (or equivalent) to include English and Maths at Grade C or above
Essential Experience
- At least two years experience working within a contact centre dealing with high volume telephone enquiries.
OR
- At least three years experience in a retail environment.
Whats in it for you?
- opportunity to earn overtime
- you will receive 20 days annual leave plus 11 bank holidays (this increases with length of service).
- enrollment into the Company pension scheme on commencement and upon meeting qualifying criteria the Company will match your pension contributions up to 6%.
- no contractual weekend work (Monday – Friday only)
- life assurance whist employed by the Company.
- private medical insurance upon meeting qualifying criteria.
- free staff transport from city centre
Does this sound like you?
We hope you can sayYes to all of the characteristics below – they are in the DNA of all our fantastic employees. Are you someone who:
- Respects diversity and behaves in an inclusive manner.
- Has a can-do attitude.
- Can evolve and adapt quickly.
- Wants to deliver positive change to the customer and communities that we serve.
- Recognises that we can achieve more through teamwork.
If this sounds like you then we definitely want to hear from you!
A little more about us
We were established in 1996 to bring natural gas to the Greater Belfast area of Northern Ireland, where there was previously no natural gas distribution network.
Since 1996 local, national and international partnerships have delivered an investment of over £500 million into the Northern Ireland economy and the wider natural gas industry now provides employment to over 2,500 people. We continue to invest in infrastructure that currently has in excess of 256,000 domestic and business customers connected, and continues to grow at around 8,000 new customers each year.
Skills:
Customer Service Telephone Skills Diary Management
Benefits:
Group Life Assurance Pension Fund Paid Holidays
