Your new company A leading utilities company based in Belfast is recruiting for a Customer Service Advisor Your new role As a Customer Advisor, you will play a vital role in delivering high-quality, inclusive customer service within a fast-paced and regulated environment. Working as part of the Customer Services team, you'll be the first point of contact for customers, handling a wide range of queries and service requests. You'll ensure accurate data recording, initiate appropriate responses, and support both emergency and routine operations while maintaining compliance with safety and service responsibilities include: Customer Contact and Service Delivery Handle inbound and outbound calls, emails, and prepayment faults, ensuring efficient and inclusive service delivery in line with ISO 22458 vulnerability awareness principles. Emergency Response Respond to gas emergencies in accordance with Gas Safety Standards (GSS) and Operational Safety Standards (OSS), collecting and validating incident details and initiating appropriate protocols. Complaints Handling Resolve customer complaints professionally, escalating to team leaders when necessary and ensuring accurate documentation. Asset Maintenance and Connection Planning Support the scheduling and coordination of asset maintenance and network connections, liaising with customers and field operatives, and managing documentation. Data Management and Administration Maintain and update customer records across multiple systems, process engineer documentation, and ensure data accuracy. General Administrative Support Book appointments, manage filing systems, and assist with team administrative tasks as required. Team Contribution Actively participate in team meetings, training, and development activities, contributing to Phoenix Energy's corporate goals and values. Generic Accountabilities Promote effective working relationships, uphold health and safety and equal opportunities policies, and support continuous improvement through learning and development. What you'll need to succeed Minimum of 5 GCSE passes (or equivalent) to include English and Maths at Grade C or above At least two year's experience working within a contact centre dealing with high volume telephone enquiries. OR At least three year's experience in a retail environment. AND Excellent IT skills. Ability to work as part of a team and on own initiative without supervision. Ability to multitask various activities. Excellent communication skills including a polite & friendly telephone manner. Desirable 1 years' experience working with engineers and managing appointments using a diary system. At least one year's administrative experience. Experience of updating high levels of data on a computer system. Experience of complaint handling. What you'll get in return Permanent Role £24,753.50 per annum with 2 x 6-monthly increases 8.30am - 5pm Monday - Thursday, 8.30am - 4.30pm on Friday. (1 late night until 7pm per week) The closing date is 27th October 2025 at midnight What you need to do now If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now. If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career. Hays Specialist Recruitment Limited acts as an employment agency for permanent recruitment and employment business for the supply of temporary workers. By applying for this job you accept the T&C's, Privacy Policy and Disclaimers which can be Skills: customer Service Calls Admin Benefits: £24 753.50 per annum