General information

Vacancy details

Job Title

Vulnerable Customer Agent

Contractual hours

37.00

Vacancy location

Location

NORTHERN IRELAND, Craigavon, Craigavon

Job location

Craigavon

Candidate criteria

Shortlisting Criteria

Essential Criteria
It is essential that the successful candidate meets the following requirements:
• At least 2 years Customer Service experience
• A practical understanding of Contact Centres, Customer Service Procedures and Customer Service Trends
• Experience in dealing with customers who require extra time or support
• Knowledge of the challenges faced by vulnerable customers particulary relating to the utility sector
• Excellent IT skills (including Microsoft Office suite) and telephony systems
• Ability to handle difficult conversations
• Ability to respond to escalations and demonstrate flexibility
• Full driving licence and access to a car which can be used for business travel across Northern
Ireland.


Desirable Criteria
It would be advantageous if you have any of the following:
• Working knowledge of the HV and LV distribution systems to help provide the best advice to customers
• A relevant Customer Service Qualification
• A knowledge of JAM card

Personal Competencies

• Integrity
• Customer centric
• Flexiblity & adaptability
• Interpersonal skills
• Personal Effectiveness

Specific Expertise

Customer Service

Employment Details

Contract Hours

37.00

Salary

Company Agreement

Benefits

See role specification

Attachments

Attachment

Vulnerable Customer Agent Job Spec - September 2025.pdf (458 Kb)