Revenue Protection Assistant

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

Based at our Mallusk office and reporting to the Revenue Protection Lead, the Revenue Protection Assistant will play an important role within our Billing Department, helping to protect revenue and ensure customers are accurately billed for the energy they use. This is an excellent opportunity for someone with strong analytical skills and a keen eye for detail to make a real impact. You will support the identification and investigation of situations where revenue may be at risk, contribute to assurance activities, and assist with debt collection processes. Working closely with the Revenue Protection Lead, you'll help safeguard the business while delivering fair and accurate outcomes for our customers.

This varied role offers exposure to billing, data analysis, customer accounts, and revenue assurance, making it an ideal opportunity for someone looking to build their career within a growing energy business.

Role Responsibilities

• Provide a high standard of customer service, handling revenue protection enquiries professionally and efficiently.
• Respond to customer queries and complaints, ensuring issues are resolved in line with company procedures and regulatory requirements.
• Complete debt recovery and credit management activities in line with Revenue Protection policy
• Contact customers to follow up on pay plans and escalations regarding energy theft/tampers
• Complete consumption data analysis to determine refunds/back charges
• Process customer refunds, site works requests, invoices and other Revenue Protection administration accurately and within agreed timescales.
• Collaborate with the wider Billing and Customer Service teams to improve Revenue Protection processes and controls.
• Contribute to the development and implementation of Revenue Protection procedures and best practices.
• Support additional activities as required by the Revenue Protection Lead and Billing Manager.

Skills, Knowledge and Expertise

Essential Criteria

• Relevant degree in a numeric or business-related discipline or relevant experience
• Exceptional analytical and conceptual thinking skills
• Strong written and verbal communication skills
• Ability to analyse, interpret, and process large volumes of information accurately and efficiently.
• Proficient in the use of Microsoft Office applications, particularly Excel and Word.
• Self-motivated with the ability to work independently, using initiative to manage workloads and resolve issues effectively.
• Strong attention to detail and commitment to maintaining high standards of accuracy and customer service.

Desirable Criteria

• Experience working within the utilities sector or a regulated industry.
• Knowledge of debt recovery, customer account management, or revenue assurance processes.
• Experience of analysing customer accounts, billing, or consumption data

Benefits

• Enhanced annual leave
• Up to 15% performance bonus
• Hybrid working after training
• Private Medical Cover
• Enhanced pension plan
• Life assurance
• Group income protection
• Enhanced maternity benefits
• Enhanced sick pay
• Recognition programs

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

About firmus energy

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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