This role can be based in Cork or Dublin.
We are Uisce Éireann. Every day, we are responsible for the delivery of secure, safe, and sustainable water services for the people of Ireland. As Ireland’s national regulated water utility, our vision is a sustainable Ireland where water is respected and protected, for the planet and all the lives it supports.
Our purpose at Uisce Éireann is to rise to the challenge of delivering transformative water services that enable communities to thrive. That means we are proud to take on the responsibility of protecting our water supply and passing on a safe and secure water system to a rapidly growing population and empowering Ireland’s social and economic growth.
We are passionate about empowering our people, enabling them to make a positive impact on communities across Ireland. We are guided by a shared vision and purpose, grounded in values that define who we are and shape how we work, where we deliver for customers and communities, we work better together, we do the right thing, we aim high, and we keep each other safe. Our behaviours define how we interact, communicate, and succeed together. These values and behaviours apply to each one of us, across every role, location, and level.
Our goal is to attract and develop skilled and talented people from diverse backgrounds, who bring a dynamic range of expertise and insights to our work. With a strong, values-driven workforce, we ensure Uisce Éireann can continue advancing Ireland’s water services and meeting the needs of the communities we serve for generations to come.
The Role:
Customer Operations develop, deliver and support excellent customer experience and service to both domestic and non-domestic customers within a regulated industry. Customer Operations is responsible for managing the customer relationship with the Customer Contact Centre, ensuring timely and accurate customer billing services and effectively implementing the Uisce Éireann customer strategy.
The Customer Service team will be accountable for managing and providing efficient and optimal customer service via a range of channels. This includes development and management of differentiated customer channels through which customers can engage with Uisce Éireann, providing contact and complaints management services to Domestic, Mixed Use, Small to Medium Enterprise (SME) customers and to Industrial and Commercial (I&C) customers.
Reporting to the Customer Contact and Channel Management Technical Lead, the Customer Contact & Channel Management Analyst is responsible for monitoring all multi-channel customer contact activities, including registration, move-in/move-out, administration and query handling. In addition, they will support and drive quality improvements and change in the conjunction with the contact centre and wider customer operations team. They will monitor all customer contact activities within a team of dedicated specialists for Uisce Éireann, including supporting Uisce Éireann customer contact staff in customer contact issues, in particular those requiring back-office support. They will also provide support where required to the Operations Delivery team and the Complaints and Escalations team in Customer Service.
Main Duties and Responsibilities:
Monitor and support the Uisce Éireann Customer Contact Centre operation working with outsourced partners
Inbound, outbound and digital customer contact from all customer segments and channels.
Provide support to the key processes of the business i.e., Operations, Billing, Payments and Complaints, where defined by the Customer Contact Manager
Support the complaints and escalations team in handling escalations to ensure compliance and identify trends for improvement
Manage and participate in the rollout of any system or process changes in conjunction with relevant Uisce Éireann teams as and when required
Work with the wider customer operations team to identify improvements in customer contact centre processes e.g., how various channels are managed and improvement of processes and training
Drive the Uisce Éireann Quality Programme with internal and external stakeholders
Support and execute provision of an enhanced service for B2B service to ensure differentiation in service from domestic customers
Participate in all training and information initiatives required to perform tasks effectively
Work with the Customer Contact and Channel Management Technical Lead to develop and execute a structured approach for customers to provide consistency and effective communication with the customer
Support the management of customer satisfaction metrics across domestic, non-domestic and digital channels
Manage the channel capacity/integration and support self-serve functionality e.g., IVR Dialer, ECM, and Artificial Intelligence in the contact centre.
Prepare reports for Customer Contact and Channel Management Technical Lead as required
Work with IT and Marketing to drive the OAM and Digital channels.
Support the management of the CRU regulatory requirements in relation to TSF, Abandoned & Other Front Office KPI’s.
Ensure delivery of a structured approach to provide a consistent experience to all customers day to day
Drive the contact quality programme and conduct regular voice of the customer sessions with front line advisors
Participate in rollout of new/refined processes and training material
Work with the Training & Quality function to support the delivery and rollout of any system or process changes in conjunction with the Customer team and utilise the SER process
Support the on call rota if required
General Duties and Responsibilities
Collaboration with key internal stakeholders across the UÉ business
Responsible for promoting and delivering health and safety commitments across UÉ and its supply chain, reinforcing positive behaviours and delivering health and safety objectives and requirements to the highest industry standards.
Support the delivery of the Uisce Éireann Transformation Programme, driving results required within the Directorate and supporting organisation‑wide objectives.
Conducts duties and responsibilities in accordance with Uisce Éireann’s Information Security policies, standards, processes and controls to protect the confidentiality, integrity and availability of UÉ business information, and delivery of critical services, in accordance with the NIS Directive and any other relevant cybersecurity regulation.
Other duties as required.
Knowledge, Skills and Experience:
Relevant third level qualification and or accreditation is desirable
A minimum of 3 years’ experience in the water, utilities or similar industries is desirable and or relevant experience
Ability to develop and maintain effective partnerships with key stakeholders internally and externally
Proven track record with dealing with complex issues, proactively and in a timely fashion along with the ability to communicate information to others
Highly motivated individual, working to the highest professional standards and with proven ability to deliver results within a team.
Strong analytical skills and ability to identify and analyse problems and potential improvements, and propose and implement solutions
Demonstrate adaptability and the ability to change focus and direction in line with business strategy and requirements
Proactively identifying new areas of improvement and using newly gained knowledge and skill on the job
Experience in taking ownership of safety responsibilities and contributing to continuous improvement initiatives.
Experience with artificial intelligence, and digital customer channels is desirable
The closing date for receipt of applications for this vacancy is 13/03/2026.
Please note that applications submitted after this closing date will not be accepted.
Uisce Éireann is an equal opportunities employer.
We are committed to providing a diverse and inclusive place of work and have a robust strategy and framework called ibelong to enable this. We are an equal opportunity employer and through our recruitment process we welcome and encourage applications from interested and suitably qualified individuals regardless of gender, age, racial or ethnic origin, membership of the traveller community, religion or beliefs, family or civil status, sexual orientation/gender identity or disability.
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