Customer Engagement Manager
The Role
This role presents an exciting opportunity for customer-focused and motivated individuals to lead a team responsible for delivering high-quality support to our connection customers and industry stakeholders. Our customers and stakeholders are important to Ireland from many aspects, including the achievement of renewable targets, the continuation of sustainable economic growth, supporting security of supply, and the transition of our power system.
As a leader in this field, you will be required to interact on a regular basis with senior management and C-suite executives in your customers' and stakeholders' organisations, as well as with senior management and C-suite executives within our company. You will also need to deputise for the Head of C&C when required. This role involves developing and leading a high-performing team to support our customers and key industry stakeholders. Your focus will be on enhancing engagement with these customers and stakeholders, in line with our Stakeholder Engagement Strategy, to drive better outcomes for all.
Key Responsibilities
* Lead the team in a fast-paced, highly collaborative work environment to use your knowledge and expertise to drive successful outcomes.
* Ensure contractual obligations are met in accordance with approved regulatory connection policy and with an appropriate level of corporate governance.
* Input into the consultation, review, co-ordination and implementation of terms and conditions of connection and use of system agreements.
* Represent us in stakeholder and customer engagements, managing complex and challenging interactions to drive better outcomes for all.
* Lead a team of professionals in work allocation and providing a quality and consistent customer service to all customers.
* Collaborate with peers to meet business priorities, manage resolution of complex issues, provide guidance and act as an escalation point to the Head of C&C.
* Support the development of high-performance capabilities and behaviours within the team in order to develop their competencies and a proactive customer and stakeholder engagement approach.
Essential Skills and Experience
To succeed in this role, you will require a relevant degree or equivalent qualification with a minimum of 10 years' experience working in a regulated environment, ideally in the energy sector. A broad understanding of the complex technical and commercial aspects of the power industry, customers, and key industry stakeholders is essential. Proven experience of leading effective customer and stakeholder engagement in a complex environment with the ability to drive successful outcomes is also necessary. Additionally, an in-depth knowledge and working experience of Transmission Connection Agreements and contracts and regulatory framework is required.