Job Description

About the role:
Reporting to the Head of Customer Operations, the Contact Centre Manager will be responsible for overseeing the daily operations of our Sales & Customer service teams and delivery of our omnichannel services. Your primary focus will be to ensure the efficient and effective management of the contact centre, driving a culture of excellence in customer service. This role will be based in our Budget Energy offices in Derry.
Main areas of responsibilities:

• Lead the day-to-day operations of the Contact Centre, overseeing both Sales and Customer Service teams to deliver a seamless, high-quality customer experience across all channels (phone, email, digital).
• Integrate the Sales function into the broader contact centre operation, aligning sales activity with customer service goals and ensuring consistent messaging and customer handling.
• Promote a customer-first culture that balances strong performance with excellent service delivery.
• Ensure compliance with all relevant regulatory and internal standards, with particular attention to licence and legislative requirements, regulatory best practice and data protection.
• Collaborate across NI and ROI teams to share best practices and align operational strategies.
• Drive continuous improvement initiatives by analysing performance data, identifying trends, and implementing process enhancements.
• Monitor KPIs, SLAs, sales targets, and customer satisfaction metrics to ensure all performance expectations are met or exceeded.
• Build a strong operational foundation, including clear workflows, effective training programs, and succession planning to support ongoing growth.
• Support and promote the quality model, to ensure consistent high quality service across all customer interactions.
• Champion the voice of the customer and compliance within the organisation to influence service delivery and drive improvement.

Candidate Profile:
We are looking for an internal candidate who demonstrates a strong customer-first mindset, a proactive and positive approach to problem-solving, and the potential to lead and inspire others. You should have a solid understanding of our contact centre environment, with experience in either customer service, sales, or both. Strong communication skills, the ability to work collaboratively across teams, and a commitment to continuous improvement are essential. Previous leadership experience is preferred; you should show initiative, accountability, and a genuine interest in developing your people and management skills. An awareness of compliance standards and a focus on delivering consistent, high-quality service across all customer interactions will be key to success in this role.
About Flogas/ Budget Energy:
Part of the DCC Group, Flogas Ireland was established in 1978 supplying Liquefied Petroleum Gas (LPG) throughout the island and to this day remains one of the leading suppliers in Ireland, servicing a diverse range of market sectors, including commercial, agricultural, and domestic.
Over the years, Flogas has evolved and grown as an Energy business, and with the acquisition of Budget Energy, based in Derry, and Flogas Enterprise Solutions, (formally known as Naturgy) we are now also a leading supplier of Natural Gas and Electricity, as well as Renewables, including Corporate Power Purchase Agreements, and energy services in both residential and commercial markets across the island of Ireland. We have an esteemed reputation within the Energy Industry and have been awarded the NSAI Quality System Certificate from the I.S. EN ISO 9001 Series.
As a Flogas Group, we are now driving our growth strategy to achieve our vision of being Irelands leading provider of total energy solutions, meeting our customers changing needs and delivering to the highest possible standard.
Why work with us?
Flogas is a well-established business within the DCC group and is continuing to grow, becoming a top provider in the energy sector, making it a very exciting time to be part of the Flogas Group. We offer a warm and welcoming environment, valuing our people and their input into the business. We encourage a collaborative workplace, where everyone feels included and heard.
Benefits:

• Competitive Salary
• Defined contribution pension scheme
• Heath Insurance
• Staff discounts
• Health and Wellbeing Supports
• Learning and Development
• Career Advancement is important to us in Flogas. All our roles are advertised internally, and we encourage internal progression right across the business.

Budget Energy is an equal opportunity employer. We encourage diversity and are committed to creating an inclusive environment for all employees.

Skills Required