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About Firmus Energy: Building on our success as the largest gas supplier by consumption, firmus energy is now expanding its impact by bringing innovation, reliability, and customer‑focused energy solutions to electricity. This transition marks a significant milestone in our commitment to net zero, and we’re looking for passionate individuals to join us at the forefront of this change. As part of our team, you’ll help shape the future of energy in Northern Ireland, supported by excellent remuneration, benefits, and development opportunities in a dynamic and purpose‑driven environment.
About The Role
The CX Team Lead will play a key role in supporting the operational delivery of a new electricity supply offering in Northern Ireland. The successful candidate will develop and lead a team of electricity market experts, ensuring the highest standards of customer service are provided to our customers. The candidate will contribute to continuous improvement initiatives and strategic projects with a primary focus on maintaining a high standard of customer experience across our operational departments.
Key Responsibilities
* Drive best‑in‑class customer service through best practice, industry understanding and insights, applying these practices within the CX team.
* Provide effective day‑to‑day management of the team, including coaching, implementing change and providing daily support to team members.
* Deliver on KPIs in line with business requirements.
* Demonstrate the company values in day‑to‑day activities of leading the team, with strong focus on customer service and motivate the team.
* Provide clear instruction to the team, ensuring the best use of resources for completion of tasks.
* Use strong energy market knowledge to ensure regulatory compliance.
* Enhance data analysis within the department to support the business in its decision‑making process from a CX perspective.
* Support the business with project work, taking a lead and representing the needs of the department and wider business.
Benefits
* Competitive salary + bonus and benefits
* Hybrid working
* Dedicated development opportunities
* Private medical insurance and more
Seniority Level
Mid‑Senior level
Employment Type
Full‑time
Job Function
Other
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