Position Overview
As a Complaints, Case Management and High-Profile Escalations Analyst, you will support the management of aspects of customer service for UÉ, including customer case management, complaints management, and customer administration.
You will report to the Complaints, Case Management and High-Profile Escalations Lead.
Your primary responsibility will be to ensure timeliness and quality of resolution while implementing the customer strategy within a regulated industry.
This includes provision of contact and complaints management services to Domestic, Mixed Use, Small to Medium Enterprise (SME) customers and to Industrial and Commercial (I&C) customers.
The Customer Service team will be accountable for managing and providing efficient and optimal customer service via a range of channels.
Main Duties and Responsibilities
Support the implementation of the strategy for the Customer Service function.
Support the implementation of KPIs to ensure quality and consistent performance of the Customer service team (e.g., PAF metrics).
Support the team track performance levels regarding all Escalations, Complaints, FOI and HP Complaints for non-domestic and domestic customers.
Support the management of and continually seek to improve the end-to-end customer complaints capability within Uisce Éireann, including the processes around complaint classification and escalation.
Governance over customer charter payment and goodwill gesture approvals, ensuring strict controls are in place and monitored.
Work to continuously improve customer journeys, thus realising better Customer Experience resulting in improved Customer Satisfaction scores.
Support the management of the Customer Experience team to monitor and analyse customer satisfaction through available escalation/complaint tools and survey results, identify operational improvement opportunities, create business case recommendations and implement approved changes proactively and regularly.
Participate in rollout of new/refined processes and training material.
Support the delivery of CRU and other regulatory requirements in relation to complaints, escalations and FOI.
Support the management contact quality programme and conduct regular voice of the customer sessions with front line advisors.
Work to reduce silos across the organisation to support improved turnaround times and customer outcomes for complaints, escalations and HP Complaints/FOI.
Work with other functions to raise quality standards across the process and improve the quality and turnaround times of customer issues.
Handle escalated customer enquiries and complaints, ensuring timely and satisfactory resolutions.
Generate regular reports on KPIs and present findings to the Customer Service and Complaints Resolution Lead.
Participate in the customer service industry network to understand emerging initiatives, benchmark performance where applicable and position Uisce Éireann as a customer service reference point within the Irish utility group.
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.
Conduct 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.
Experience working with AI tools and technologies is desirable.
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.
The closing date for receipt of applications for this vacancy is 01/05/2026.
Please note that applications submitted after this closing date will not be accepted.
Please note that if successful you will be placed on the salary range based on your skills and experience.
The market reference point (midpoint) of the range is generally the upper end of the offer for someone fully competent, allowing progression as experience develops further.
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 welcome and encourage applications from 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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