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Customer Service Agent - Gas at Firmus Energy

Position Customer Service Agent - Gas
Posted 05 Aug 2026
Expired 04 Sep 2026
Company Firmus Energy
Location Newtownabbey | GB
Job Type Full Time

Job Description:

Latest job information from Firmus Energy for the position of Customer Service Agent - Gas. If the Customer Service Agent - Gas vacancy in Newtownabbey matches your qualifications, please submit your latest application or CV directly through the updated Jobkos job portal.

Please note that applying for a job may not always be easy, as new candidates must meet certain qualifications and requirements set by the company. We hope the career opportunity at Firmus Energy for the position of Customer Service Agent - Gas below matches your qualifications.

Customer Services Agent

Full Time (37.5 Hours Per Week)

Joining firmus energy means becoming part of a dynamic and forward-thinking team with exciting opportunities for professional growth and development. We offer a collaborative work environment, competitive benefits, and the chance to make a meaningful impact in Northern Irelands energy sector.
About the Role:

Due to continued growth, we are excited to be expanding our Customer Services Team and are now seeking a Customer Service Agent to join us. As a Customer Service Agent, you will be the first point of contact for potential and existing customers. You will be responsible for handling customer enquiries, delivering best-in-class service, and providing essential administrative support to ensure the smooth running of the Customer Services function.


If you are passionate about customer service and looking for a role where you can grow and make a significant impact, we would love to hear from you! Apply now to join our team and help us continue to deliver exceptional service to our customers.

Key Responsibilities

  • Answer incoming calls demonstrating first-class customer service and delivering brand values, advising or redirecting as appropriate.
  • Have 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, aiming to provide 1st call resolution
  • Customer Services administration as required.
  • Develop strong relationships with other firmus energy departments, gaining comprehensive knowledge of our business.
  • Undertake any additional duties as directed by the Customer Services Manager.

Skills, Knowledge & Expertise

Essential Criteria

  • Minimum of 5 GCSE passes (or equivalent), including English and Maths at Grade C or above
  • Experience in a customer-facing role, with a proven ability to manage high volumes of inbound queries via phone, email, or live chat
  • Demonstrated ability to investigate and resolve customer queries at the first point of contact
  • Strong IT literacy, including proficiency in Microsoft Office and the ability to work across multiple systems simultaneously
  • Excellent verbal and written communication skills, with the ability to convey information clearly
  • Ability to work effectively as part of a team
  • A customer-first approach with a positive attitude

Desirable Criteria

  • Previous experience working in the gas/utility industry
  • Previous experience in a call centre environment
  • Awareness of energy regulations (e.g. customer rights, support for vulnerable customers)
  • Experience working to KPIs (e.g. call handling time, first call resolution, CSAT scores)
  • Ability to follow regulatory and compliance requirements
  • Strong call control, active listening, and rapport-building skills

Benefits

  • 37.5 Annual Leave Days inclusive of Bank Holidays
  • Up to 15% performance bonus
  • Hybrid working after training
  • Private Medical Cover
  • Enhanced pension plan
  • Life assurance
  • Group income protection
  • Enhanced maternity benefits
  • Enhanced sick pay
  • Recognition programs
  • Long service awards

Career Progression

Recognition programs

Dedicated development opportunities
Training and upskilling support
Long-service awards
On-Site Facilities

Free on-site parking

Electric car charging points

Modern office space


Firmus Energy Supply is an Equal Opportunities Employer


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Job Info:

  • Company: Firmus Energy
  • Position: Customer Service Agent - Gas
  • Work Location: Newtownabbey
  • Country: GB

How to Submit an Application:

After reading and understanding the criteria and minimum qualification requirements explained in the job information Customer Service Agent - Gas at the office Newtownabbey above, immediately complete the job application files such as a job application letter, CV, photocopy of diploma, transcript, and other supplements as explained above. Submit via the Next Page link below.

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