Customer service advisor [out-of-hours team]

Position DescriptionAs part of ESB Networks Customer Care Centre, the out of hours team provides 24‑hour customer support to all electricity customers, handling emergency no‑supply situations as part of a highly skilled, externally CCA accredited team that delivers first‑class customer service across various channels. The shift operating hours cover the period from 8 pm to 8 am Monday to Saturday, 1.30 pm Saturday to 8 am Monday and Bank/Board Holidays.This is a permanent, 24‑hour per week contract. A shift allowance is associated with this role.Key ResponsibilitiesHandling inbound Emergency & No Supply queries promptly and politelyListening to customers to anticipate and understand their needsTaking all necessary steps to satisfy customers’ needs efficiently and accurately, and communicating this to the customerConfirming that the customer understands and is satisfied with the outcome of the queryCompleting all tasks in a professional manner, prioritising customers’ needs and safeguarding their confidentialityMaintaining the integrity of ESB’s IT systems by completing all appropriate updates promptly and accuratelyRepresenting ESB Networks to all customers via a variety of customer contact channelsReal‑time liaison with Dispatch Centres as requiredProcessing Networks customer‑related transactions as requiredTypes of Contacts HandledEmergency/Loss of supply callsNetworks general enquiry servicesExperience and QualificationsExcellent telephone interaction/communication skillsExperience working in a customer‑focused environmentGood PC/numerical skills including use of OutlookAccuracy and attention to detailAbility to learn and apply new systems and proceduresLocationThis position will be based in Wilton, Co. Cork.Reporting ToNCCC Team Lead.Why Work with Us?Opportunity to lead Ireland’s transition to net‑zero carbon futureCareer development through mentoring and trainingCorporate Social Responsibility opportunitiesSports and social clubsNetworking opportunitiesCredit UnionGenerous pensionAccess to staff well‑being programmesGenerous parental leave entitlementsStrong values‑based and inclusive cultureStrong commitment to diversity, equity and inclusionGreat team environment working to our core values: Courageous, Caring, Driven and TrustedSalary€33,000 – €40,000 per annum.Closing Date9th of June, 2025InterviewCandidates who are shortlisted for interview will complete a behavioural interview based on each of the following behaviours, which underpin how we work at ESB and are critical to delivering our strategy.Accountable and ethicalCollaborativeGrowing and adaptiveProactiveRespectful and supportiveMore information is available on Our People Promise.NotesYour application will be held in reserve for 6 months should you be suitable for the role.The successful candidate will be required to evidence their right to work in the Republic of Ireland prior to commencement of employment.
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