Energia Group is recruiting for a ‘virtual contact centre’ – one of the first in Northern Ireland

Power NI, part of the Energia Group, has announced that it is recruiting for its “virtual contact centre”, one of the first in Northern Ireland. The contact center will offer candidates the opportunity to forge a new type of virtual career.

The company is currently recruiting for a variety of customer service and sales positions across the Group for its Power NI and Energia brands. Details of available positions can be found at energiagroup.com/careers

The company is transforming the traditional workplace with the introduction of virtual contact centers that allow customer service and sales teams to connect with customers from the comfort of their homes without any negative impact on training and quality of the service customers receive.

Virtual work provides greater accessibility to meet the needs of workers with varying needs, including those with health conditions who cannot leave home easily or those who cannot travel long distances. Additionally, the Virtual Center makes roles more accessible to a wider group of candidates with different shift patterns on offer.

The full range of work options is offered by Energia Group, leading the way in accessible work. As part of the ongoing global transformation activity, the Group has also welcomed the hybrid workplace, with the majority of teams working in a hybrid model since late February. This both enables the benefits of working from home and facilitates organic learning by listening to other team members’ conversations with customers.

To ensure that those working from home do not miss a thing, Energia Group has also set up call-based learning teams for complex queries which has proven to be very effective. It also allowed those working both virtually and on-site to feel a sense of togetherness by sharing suggestions for best practices.

Gillian McCaughtry, Head of Customer Experience, Energia Group, said:

Customer service is a priority for us at Energia Group, but the experience of our staff is just as important. We quickly changed to allow staff to work from home when Covid-19 hit and continue to evolve our workplace to provide the most advanced hybrid and virtual work options for our employees. The future of work is changing and with our “One Team” approach, we embrace it. »

“It has also made the workplace more accessible to everyone, and it has been wonderful to see our pool of local talent achieve their goals, regardless of geographic constraints, educational background or otherwise. The playing field is a level playing field and if you want it, all of us at Energia will help you get it.

Customers have also seen the benefits of the changes, with the company ranked number 1 in the utility classification in CXi Ireland’s 2021 Customer Experience Report. At the Contact Center Network Northern Ireland Awards in 2021, Energia Group also won in a number of categories including special recognition for Corporate Social Responsibility and Business Transformation Strategy, as well as Newcomer of the Year .

Discover our fully virtual, flexible and hybrid roles today at energiagroup.com/careers