Your newpany
A leading utilitiespany 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 maintainingpliance with safety and service standards.Key responsibilities include:
1. 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.
2. 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.
Resolve customerplaints professionally, escalating to team leaders when necessary and ensuring accurate documentation.
3. 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.
4. Data Management and Administration
Maintain and update customer records across multiple systems, process engineer documentation, and ensure data accuracy.
5. General Administrative Support
Book appointments, manage filing systems, and assist with team administrative tasks as required.
6. Team Contribution
Actively participate in team meetings, training, and development activities, contributing to Phoenix Energy’s corporate goals and values.
7. 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
8. Minimum of 5 GCSE passes (or equivalent) to include English and Maths at Grade C or above
9. 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
10. Excellent IT skills.
11. Ability to work as part of a team and on own initiative without supervision.
12. Ability to multitask various activities.
13. Excellentmunication skills including a polite & friendly telephone manner.
Desirable
14. 1 years’ experience working with engineers and managing appointments using a diary system.
15. At least one year’s administrative experience.
16. Experience of updating high levels of data on aputer system.
17. Experience ofplaint handling.
What you'll get in return
18. Permanent Role
19. £24, per annum with 2 x 6-monthly increases
20. – 5pm Monday – Thursday, – on Friday. (1 late night until 7pm per week)
The closing date is 27th October 2025 at midnight