Certa Ireland is a wholly owned subsidiary of DCC plc and is part of the Energy Division of the Group. We were born out of the combination of successful Irish energy brands. We are one of the country’s leading home heating oil, commercial fuel, and agricultural diesel suppliers, in addition to other business divisions including retail forecourts, fuel card services and lubricants. In recent years Certa Ireland has grown with the acquisition of Campus Oil, Jones Oil, two lubricant businesses, and the establishment of the Certa forecourt network. What unites each of these brands is a powerful entrepreneurial spirit, a culture of high performance and agility and is underpinned by exceptionally strong customer service.

DCC plc is one of Ireland’s most successful organisations, operating in various sectors including Energy, Technology and Healthcare. With annual sales of over €18 billion, and operations in 21 countries spanned over 3 continents, DCC employs more than 15,400 people around the globe. Being a part of our parent company means that while we retain the agility and local resonance of a smaller organisation, we also benefit from the strength and scale of our parent company.

Principal Objective of Position:

A Customer Service advisor will represent Certa in providing best in class service on every customer interaction. Working closely with all parts of the organisation to ensure an efficient service is provided to all customers. They will be the eyes and ears of the organisation understand customers’ requirements and work to ensure we are a customer centric business, continuously striving for change and improvement to our processes and procedures.

Key Responsibilities:

• To manage all customer service interactions in a courteous and professional manner

• To efficiently deal with transactions from initial call/ enquiry through to completion/resolution
• Effectively manage customer queries re delivery timeframes, orders queries, processing of payments
• To be compliant in providing customers with accurate information re deliveries, pricing, account information
• To provide a high level of customer care in the role at all times with a continuous improvement mindset
• To work closely with Sales/Credit/Transport/Operations/Health & Safety to ensure smooth and efficient service to customers
• Accurately record every call type on the telephony system to allow for effective analysis
• To manage any customer complaints to resolution, accurately recording information on Systems and engaging with the relevant Department where appropriate to ensure correct action is being taken
• To understand and demonstrate the unique selling points that differentiate Certa from competitors
• To report/ bring to the attention of your Manager any problems that arise on an ongoing basis
• To be reasonably flexible in this position to undertake other work/ additional tasks as may be assigned to you/ reasonably requested from time to time

Core Competencies:
Customer Focus

• A strong customer ethos ensuring every customer is provided with best in class service

Communication

• Strong written and verbal communication skills

• Ability to communicate up, down and across internal and external stakeholders (customers & colleagues)

Problem Solving

• Strong problem solving ability to ensure efficient and effective resolution of customer issues

Organisation Skills

• Excellent organisational skills, self-motivated and ability to work on own initiative

Our Values
Safety First
Our priority on safety has always been the foundation of our sustained success in business. We always prioritise the safety of our employees, contractors, customers and any others who may be affected by our business activities. This is why we continuously look for ways to improve our culture, systems, and our processes around safe practices.

Bold & Courageous
We embrace challenges with the determination to succeed. We push our boundaries and challenge the status quo. Every day we strive to understand the limits of “what’s possible?” and “why not?”. Both as individuals and as a collective, we strive to find innovative solutions to problems for our shared future and achieve our goal of becoming Ireland’s most loved, most efficient and most profitable energy brand.
One Team
We are one team and work with a shared vision; which is to always do the right thing for our customers, our businesses and our people. Internally, we operate without silos, and we say what we feel, we’re always respectful, honest and empathetic to different views and opinions, embracing diversity and nurturing inclusivity. We’re problem solvers who are never afraid to take the initiative and personal ownership of the part that we play. Our one-team culture means that we’re stronger together and are capable of accomplishing great things.

Irrepressible Performance
We at Certa share a collective entrepreneurial spirit, an agile approach to solving problems, a passion for accuracy, a dedicated work ethic and an unwavering commitment in serving our customers. Performance is at the heart of what we do and it makes us continuously seek new ways to improve what we do. Our pursuit of excellence demands that each one of us bring a consistently strong performance to their work every day, thus ensuring the long-term success and growth of our business.

Customer Obsessed
We take pride in defying expectations. We keep on our toes and come up with fresh ways to do things in response to changing customer requirements. Our increased focus on being customer-centric across the organisation drives us to deliver the best-in-class experiences to our customers. This is what helps us build enduring and lasting relationships based on trust, value and respect. Our shared belief in environmental citizenship and our philosophy of small steps over time equals big strides, helps us build an energy-efficient future for our customers and for our planet.