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.
Role Overview
The Credit Control Assistant is responsible for supporting the effective recovery of outstanding customer payments, ensuring debts are managed in line with payment terms and company procedures. Reporting to Credit Control Lead, the role involves contacting late‑paying customers, negotiating payment plans, escalating bad debt where required, and working closely with all relevant departments. The post holder will also support credit checks, deposits, refunds, and administrative processes related to credit control in a busy, customer‑focused environment.
Role Responsibilities
- Contact late paying customers by telephone, letter and email to recover outstanding payments.
- Proactively identify vulnerable customers, assess affordability and financial circumstances, and provide appropriate support through sustainable payment arrangements and signposting to available help and support services.
- Negotiation with late paying customers to bring their account up to date.
- Highlighting bad debt to the Credit Control Lead to be escalated for further action.
- Negotiate and confirm payment plans with customers and follow up on incoming payments.
- Work collaboratively with all relevant departments across the organization to support the effective and proactive management of bad debts.
- Calculating customer deposits and processing refunds when appropriate
- Process domestic credit checks.
- Administration of customer isolations in line with company procedure.
- Any other duties as directed by the Credit Control Lead
Skills, Knowledge and Expertise
Essential Criteria
- Minimum of 5 GCSEs at Grade C or above (or equivalent) including English & Maths
- Experience of working in a pressurised customer-facing environment
- Excellent communication skills, both written and verbal
- Excellent IT skills including MS Excel and Word
- Strong customer service experience, ideally gained within a retentions, collections, or complaints team, with responsibility for reviewing, explaining, and discussing customer bills, debt, and account balances
- Excellent negotiation, communication, and problem-solving skills, with experience handling customer queries, disputes, payment discussions, and customer retention cases
Desirable Criteria
- Previous experience within credit control/customer billing operation
- Experience working within a utilities or banking call centre environment
- Credit control experience gained in a customer-facing or operational environment, rather than a traditional accounts receivable setting
Benefits
- 25 days annual leave plus public holidays and company days.
- Up to 15% performance bonus
- Hybrid working after training
- Private Medical Cover
- Enhanced pension plan
- Life assurance
- Group income protection
- Enhanced maternity and paternity benefits
- Enhanced sick pay
- Recognition programs
- Long service awards
Career Progression
- Dedicated development opportunities
- Training and upskilling support
On-Site Facilities
- Free on-site parking
- Electric car charging points
- New modern office space
- High tech workstations
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.
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