Job Description

Description

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 successful candidate will contribute to continuous improvement initiatives, strategic projects with a primary focus on maintain a high standard of customer experience across our operational departments .



This is a rare opportunity to join one of Northern Ireland's largest energy companies launching a new division with ambitions to scale at high pace.

Key Responsibilities

Drive for best in class customer service thorough best practice and industry understanding and insights applying these practices within the CX team. Provide effective day to day management of the team to include coaching, implementing change and providing daily support to team members. KPI delivery in line with business requirements. Demonstrate the company values in the day to day activities of leading the team, show strong focus on customer service, engage, instruct and motivate the team. Provide clear instruction to the team ensuring the best use of resource 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.

Skills, Knowledge and Expertise

Minimum of 5 GCSEs at Grade C or above, including Maths and English Two years leadership experience within an energy supply business or distribution business in Ireland. Two years experience of leading and managing a team in a regulated environment. Strong commercial decision-making skills and the ability to think creatively Detailed-oriented, process-driven and numeric Strong people leadership skills Strong interpersonal and influencing skills Customer focused & results driven Ability to plan, organise and work to deadlines Excellent communication and problem-solving skills Ability to use own initiative and judgement to make decisions Computer literate with Microsoft Office suite Able to work flexible hours as required and, on rare occasions, able to travel to ensure business needs are met

Benefits

Competitive Salary + Bonus and Benefits Hybrid working (3 days on site, 2 days remote) Dedicated development opportunities Training and upskilling support And More (See full list of benefits below)

Career Incentives & Benefits

Health & Wellbeing

Hybrid working options Private medical insurance Annual health checks Gym membership subsidy Annual flu jab voucher Employee assistance program

On-Site Facilities

Free on-site parking Electric car charging points Secure office space Coffee station

Financial Security

Enhanced pension plan Life assurance Group income protection Enhanced maternity benefits Enhanced sick pay

Career Progression

Recognition programs Dedicated development opportunities Training and upskilling support Long-service awards

Firmus Energy Supply is an Equal Opportunities Employer

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.