Vulnerable Customer Agents

Northern Ireland Electricity Networks (NIE Networks) is the owner of the electricity transmission and distribution networks in Northern Ireland, transporting electricity to 910,000 customers including homes, businesses and farms. We currently have vacancies for 2 Vulnerable Customer Agents to join our team reporting directly to the Vulnerable Customer Manager. These roles will offer considerable opportunity for the right people to develop and contribute to a critical area of a growing business. The Customer Service business unit is responsible for providing a professional, responsive service to our customers. The Vulnerable Customer Agents will work closely with colleagues across the business to ensure that NIE Networks are providing additional, compassionate support to customers with varying degrees of difficulties or personal hardship. The role of Customer Service is set to evolve due to the implementation of the Utility Regulator’s Best Practice Framework for Vulnerable Customers. Significant change in the systems and processes which underpin NIE Networks will be critical to enable this evolution to take place. For further information, the Role Specification is available to download from the NIE Networks website.

At least 2 years Customer Service experience

A practical understanding of Contact Centres, Customer Service Procedures and Customer ServiceTrends

Experience in dealing with customers who require extra time or support

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Working knowledge of the HV and LV distribution systems to help provide the best advice tocustomers