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)

About the Role

On behalf of our client, an award-winning organisation employing over 2,500 people across Northern Ireland, we are delighted to be recruiting a Customer Advisor to join their Customer Services team.

This is a key role providing frontline support to both existing and potential customers through the efficient handling of telephone calls, emails, and service requests.

The successful candidate will record customer and job-request information on internal systems, initiate appropriate responses in line with established business processes, and deliver inclusive, high-quality customer service that meets the needs of all customers, including those requiring additional support.

Strong telephone communication skills, attention to detail, and the ability to multitask in a fast-paced environment are essential.

Next Steps

This role will close for applications on Monday, 8th December. Shortlisting will take place immediately afterwards, with interviews expected towards the end of next week or the beginning of the following week.

If you are interested, please get in touch today.

What You Can Expect

Salary: £24,753.50 per annum, with two six-monthly increases of £500, rising to £25,753.50 per annum. The organisation also conducts an annual salary review every April.

Benefits:

· Opportunities to earn overtime

· 20 days annual leave plus 11 bank holidays (increases with length of service)

· Company pension scheme from commencement, with matched contributions up to 6% upon meeting qualifying criteria

· Life assurance

· Private medical insurance (subject to qualifying criteria)

· Free staff transport from city centre

· Free staff car park

· No weekend work

· Latest finish at 7pm, one night per week (Monday to Thursday), paid as overtime or worked as a later start

· Skill development and career progression opportunities

· Inclusive, supportive employer

· Work within a growing and highly regarded organisation

You will need:

· Minimum of 5 GCSE’s (Grade A-C) or equivalent to include English and Maths at Grade C or above

· At least two years’ experience working within a contact centre dealing with high volume telephone enquiries OR At least three years’ experience in a retail environment.

· 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.

Duties include:

· Handle inbound and outbound telephone calls, emails, and prepayment faults, delivering efficient and inclusive service in line with ISO 22458 vulnerability awareness principles. Ensure all customer interactions meet company service standards and regulatory response time requirements.

· Respond effectively to reported gas emergencies in accordance with Gas Safety Standards (GSS) and Operational Safety Standards (OSS). Accurately collect, record, and validate customer data and incident details, initiating appropriate emergency response protocols whilst maintaining calm, professional demeanour.

· Handle and resolve customer complaints following company procedures. Record complaints accurately and escalate to your team leader when needed.

· Assist in the administration, planning, and scheduling of asset maintenance work and connections to the company Network using diary and resource planning systems. Coordinate appointments with customers and field operatives. Input completed documentation and certification into company systems.

· Accurately input and update customer information across multiple company systems. Process completed paperwork from engineers including meter records, service documentation, and Gas Pressure Test Certificates.

All details are treated in the strictest confidence.

If this role isn’t quite right for you but you would like to look for a new opportunity, please get in contact with us.

Applicants must ensure their CV is accurate and up to date. The CV should include your full employment history inclusive of dates, all academic achievements and full personal contact details.

Apple Recruitment Services is acting as an Employment Agency in relation to this vacancy. Apple Recruitment Services is an Equal Opportunities Employer.