Meet Sara - Customer Service Advisor and Trained Vulnerability Specialist

Sara at Work

Sara is a Customer Service Advisor and trained vulnerability specialist at Electric Ireland.

Born in Norway, she moved to Northern Ireland in 2010. Although very different to her native Norway, she says “The pace of life here is a lot calmer than larger cities like London and the people are much friendlier and have an exceptional sense of humour!”

With nearly 20 years’ experience in the customer service industry.  Sara is the day-to-day point of contact for all customers, answering email enquiries and generally being a knowledgeable and friendly voice on the end of the phone. “Our team are specially trained to offer customers the information they need on a number of topics, from how to be more energy efficient, to support with bill payments, top up queries, switching and meter problems.”

Sara is adept at identifying with our customers: “I have four kids, and I am familiar with the struggles households face.” She is quick to recognise what it is the customer needs and, depending on their circumstances, how best to provide a solution. She puts the customer first and is always willing to go the extra mile to ensure their queries are answered and that their needs and expectations are not only met but exceeded on a daily basis. “For me, it is important that customers leave empowered and satisfied that their problem has been solved, hearing their voices change over the course of a call – from confusion to confidence – is so rewarding.”

Over the past few months, Sara and her Customer Care colleagues have received specialised training from Age NI, Advice NI and National Energy Action to ensure all staff are able to provide the most accurate guidance and up-to-date advice to customers.  

National Energy Action

Sara is equipped to offer advice on how customers can save money by being more energy efficient and is undertaking her NEA City & Guilds Level 3 in Energy Awareness.

Age NI

She has a clear understanding of the challenges facing older people and is well placed to support and communicate positively and effectively with older customers. “Some of our older customers are not tech savvy, I help them access online resources and tools which will benefit them.”

Advice NI

Sara is also fully trained in assisting financially vulnerable customers. “Over and above putting in place manageable payment plans for those who are struggling to meet their energy bills, I understand the social security system and I know what grants and support funding is available. Being equipped to provide the right support to energy customers is extremely important especially in the current climate.”

Whatever your circumstances, Sara and the Customer Care Team are there to provide practical advice and support you.