Power NI recruits for ‘virtual contact centre'

Gillian McCaughtry, Energia Group’s head of customer experience

POWER NI, part of Energia Group, plans to recruit a number of staff on a rolling basis for ‘virtual contact centre', one of the first in Northern Ireland.

It is currently recruiting (details at for a variety of customer service and sales roles for its Power NI and Energia brands.

The company, which meet the energy needs of 800,000 homes and businesses in Ireland, is transforming the traditional workplace with the introduction of virtual contact centres which allow the customer care and sales teams to connect with customers from the comfort of their own home without any negative impacts on training and the quality-of-service customers receive.

Working virtually provides greater accessibility to cater for workers with varying needs, including those with health issues who are unable to leave their homes easily or those who cannot commute long distances. The virtual centre also makes roles more accessible to a broader group of candidates with various shift patterns on offer.

Energia Group has been working in a hybrid model since February, but to ensure those working from home do not miss out, it introduced learning teams based on call listening for complex queries which has proven effective. This has also allowed those working both virtually and on-site to feel a sense of solidarity in sharing best practise suggestions.

Gillian McCaughtry, Energia Group's head of customer experience said: “Customer service is a priority for us, but just as important is the experience of our staff. We shifted rapidly to enable staff to work from home when Covid-19 hit and are continuing to evolve our workplace to provide the most advanced options in hybrid and virtual working to our employees. The future of work is evolving and with our ‘One Team' approach, we are embracing it.

“This has also made the workplace more accessible for everyone, and it has been wonderful to watch our home-grown talent pipeline achieving their goals, regardless of any geographical restraints, educational background or otherwise. It's a level playing field and if you want it, all of us at Energia will help you get it.”

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