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:
- Training Support and Development – Proactively support the Customer Services and Operations Manager in assessing training requirements and compliance obligations across Customer Services, developing and delivering appropriate training solutions along with the Training and Compliance Lead to ensure regulatory adherence and service excellence. Act as lead and champion vulnerability awareness across Customer Services to deliver an inclusive service with excellent customer experiences and fair outcomes for consumers requiring additional support in line with ISO 22458.
- Leadership and Management – Provide effective leadership and management of direct reports through regular performance appraisals, goal setting, and professional development planning. Within Customer Services foster overall team performance through coaching, mentoring, and skills development whilst ensuring clear accountability frameworks and career progression pathways that align with organisational objectives and individual aspirations.
- Contact Centre – Lead and motivate customer advisors to handle telephone calls, emails and prepayment faults ensuring efficient and inclusive service delivery in line with ISO 22458, conduct regular team meetings and one-to-one sessions, drive staff engagement initiatives and implement reward and retention programmes to support staff motivation and career development, and assist with recruitment and retention strategy for Customer Services department. Undertake return to works, and performance reviews in line with company policy.
Essential Qualifications
- Minimum of 5 GCSE passes (or equivalent) to include English and Maths at Grade C or above
Essential Experience
- At least three years management experience in a contact centre or customer service environment.
- Proven experience managing complaint resolution processes.
- Experience with performance management and team development.
Whats in it for you?
- annual on target bonus
- 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:
People Management Customer Service Diary Management
Benefits:
Group Life Assurance Paid Holidays Annual Bonus / 13th Cheque Pension Fund
