Job Title: Customer Advisor Location: Greater Belfast Area – Free staff bus from the city centre and free staff car parking Duration: Permanent (Applicants must be eligible to work in the UK on a permanent basis) Hours: 37 hours per week – Monday to Friday, 8.30am–5.00pm, with one evening per week until 7.00pm (paid as overtime or worked as a later start) Reports to: Customer Services Team Leader Department: Customer Services On behalf of our client, an award-winning organisation employing over 2,500 people across Northern Ireland, we are delighted to be recruiting a friendly and motivated Customer Advisor to join their Customer Services team. This is a varied and rewarding frontline role where you will support customers by handling telephone calls, emails and service requests with professionalism, empathy and care. You’ll take ownership of queries, accurately record details, and ensure the right processes are followed — delivering inclusive, high-quality service, particularly for customers who may need additional support. Alongside customer contact, you’ll coordinate maintenance and network appointments, liaise with field operatives, manage planning systems, and process important documentation and certification, helping to keep essential services running smoothly. You will also respond to gas emergencies and handle complaints calmly and confidently, always working in line with safety standards, regulatory requirements and ISO 22458 vulnerability awareness principles. If you enjoy helping people, take pride in doing things properly, and thrive in a busy team environment, this is a fantastic opportunity to build a secure and rewarding career within a respected organisation. About the Role Deliver Outstanding Customer Service Manage inbound and outbound calls, emails and prepayment queries with professionalism and empathy. Provide inclusive support in line with vulnerability awareness principles. Ensure every interaction meets company service standards and regulatory response times. Manage Emergency & Priority Situations Respond promptly and effectively to reported gas emergencies in line with Gas Safety and Operational Safety Standards. Gather and accurately record all relevant customer and incident information. Activate appropriate response procedures while remaining calm and reassuring. Resolve Customer Concerns Handle complaints efficiently and fairly in accordance with company procedures. Maintain clear, accurate records and escalate issues where necessary. Coordinate Maintenance & Connections Support the planning and scheduling of asset maintenance and new connections. Liaise with customers and field operatives to arrange appointments. Update internal systems with completed documentation and certification. Support Network Projects & Administration Issue communications to property owners regarding planned works. Check and update paperwork relating to new connections. Maintain accurate records across multiple systems. Process engineer documentation, including meter records and Gas Pressure Test Certificates. Contribute to Team Success Arrange energy advisor appointments and maintain organised filing systems. Take part in team meetings and training activities. Comply with Health & Safety policies and promote equality, diversity and excellent customer care. Undertake additional duties as required to support the wider team. What You Can Expect This is a fantastic opportunity to join a secure, growing organisation that genuinely invests in its people. Competitive Salary & Progression Starting salary of £24,753.50 per annum Two automatic six-monthly pay increases of £500, rising to £25,753.50 per annum Annual salary review every April Opportunities to boost your earnings through overtime Work–Life Balance 20 days annual leave plus 11 bank holidays, increasing with service No weekend working Latest finish 7pm (one evening per week only) Free staff transport from the city centre Free on-site car parking Security & Benefits Company pension scheme from day one, with matched contributions up to 6% (subject to criteria) Life assurance Private medical insurance (subject to qualifying criteria) Your Future Ongoing training and clear opportunities for career progression Supportive, inclusive team culture The chance to build a long-term career within a highly respected and expanding organisation Essential Criteria Minimum of 5 GCSEs (Grade A–C) or equivalent, including English and Maths at Grade C or above At least 2 years’ experience in a high-volume contact centre environment OR at least 3 years’ experience in a retail environment Excellent IT skills Ability to work effectively as part of a team and on your own initiative Strong multitasking skills Excellent communication skills, including a polite and professional telephone manner This is a permanent opportunity with a secure and growing organisation that genuinely invests in its people. Please note that applicants must have the permanent right to work in the UK, as sponsorship is not available for this role. Next Steps Applications will close on Thursday 26th February. Shortlisting will take place shortly afterwards, with interviews expected the following week. All details will be treated in the strictest confidence. Applicants should ensure their CV is accurate and fully up to date, including full employment history with dates, academic achievements, and complete contact details. If this opportunity isn’t quite right for you but you are seeking a new role, we would still welcome your enquiry. Apple Recruitment Services is acting as an Employment Agency in relation to this vacancy. Apple Recruitment Services is an Equal Opportunities Employer.