General information
Reference
000560
Publication end date
08/10/2025
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)
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