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.
Role Overview
We are seeking a Sales Support Advisor on a 12-month fixed-term contract to provide maternity cover within our Sales Team. Reporting to the Sales Support Team Lead, the successful candidate will play a key role in delivering a smooth and efficient onboarding experience for new customers, responding to emails and queries, and providing administrative support to the wider sales function.
Working closely with various internal departments, the successful candidate will help ensure the timely completion of the customer switching process and create a positive first impression that supports long-term customer success.
Role Responsibilities
- Assist the Sales Support Team lead with administration tasks, processing switching requests in line with industry standards and regulatory guidelines ensuring the highest standards of accuracy, data integrity, and timely completion.
- Monitor switch progress through internal systems. Raise and manage requests with network operators and other industry suppliers to resolve data mismatches and outstanding issues.
- Investigate and resolve objections, rejections and exceptions arising during the switch process.
- Communicate with customers, suppliers, network operators and internal teams to gather required information and resolve queries.
- Gain thorough knowledge of market procedures including switching workflows, market messages and gas network operational standards.
- Ensure compliance with regulations and market procedures and data protection requirements.
- Identify opportunities to improve switching workflows, reduce delays, and enhance customer experience.
- Support audits and compliance reporting, proactively identifying any jobs exceeding standard timescales and investigating possible resolutions.
- Deliver a professional, accurate and helpful customer experience throughout the switching journey.
Experience Requirements
Essential
- 1 years' experience in an administrative, customer service, sales support, or operations environment
Strong organisational skills with the ability to manage multiple tasks and deadlines
Excellent communication skills, both written and verbal
Good attention to detail and a commitment to accuracy
Proficiency in Microsoft Office applications
Minimum of 5 GCSEs (or equivalent) at Grade C or above, including English and Maths.
Ability to work independently and collaboratively within a team.
Desirable
Experience within the utility or telecommunications sectors
Knowledge of customer onboarding or process administration.
Experience working with compliance-driven processes or systems.
- Previous experience in a sales advisor role
Benefits
- Enhanced annual leave
- Up to 15% performance bonus
- Hybrid working after training
- Private medical cover
- Enhanced pension plan
- Life assurance
- Group income protection
- Enhanced maternity benefits
- Enhanced sick pay
- Recognition programs
On-Site Facilities
- Free on-site parking
- Electric car charging points
- New modern office space
- High tech work stations
About firmus energy
firmus energy (supply) is Northern Ireland’s leading natural gas provider. Since our establishment in 2005, we have grown to serve over 113,000 residential and commercial customers. Our mission is to deliver safe, sustainable, and cost-effective energy solutions while prioritising customer satisfaction and innovation.
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