General information Reference 000560 Publication end date 08/10/2025 Job Title Vulnerable Customer Agent Contractual hours 37.00 Location NORTHERN IRELAND, Craigavon, Craigavon Job location Craigavon Candidate criteria Shortlisting Criteria Essential Criteria It is essential that the successful candidate meets the following requirements: • At least 2 years Customer Service experience • A practical understanding of Contact Centres, Customer Service Procedures and Customer Service Trends • Experience in dealing with customers who require extra time or support • Knowledge of the challenges faced by vulnerable customers particulary relating to the utility sector • Excellent IT skills (including Microsoft Office suite) and telephony systems • Ability to handle difficult conversations • Ability to respond to escalations and demonstrate flexibility • Full driving licence and access to a car which can be used for business travel across Northern Ireland. Desirable Criteria It would be advantageous if you have any of the following: • Working knowledge of the HV and LV distribution systems to help provide the best advice to customers • A relevant Customer Service Qualification • A knowledge of JAM card Personal Competencies Integrity Customer centric Flexiblity & adaptability Interpersonal skills Personal Effectiveness Specific Expertise Customer Service Employment Details Contract Hours 37.00 Salary Company Agreement Benefits See role specification