Position Description
The role of Specialist Team Member in the Logistics Team is to support the National Customer Contact Centre (NCCC), the Scheduling Support Centre (SSC), and New Connections. The Specialist deals with a broad range of work including forecasting and scheduling customer demand across a variety of channels, resource demand and forecasting to meet our KPI’s with the customer, real‑time desk management, reporting, data analytics, and systems support. The systems to be supported include all of the applications used to maintain business continuity for the contact centre as well as customer‑facing applications such as IVR (Interactive Voice Recognition) and digital platforms such as customer applications and services on the ESB Networks website. The role is to provide innovative solutions to complex issues in specialised areas through use of in‑depth knowledge and experience.
Key Responsibilities
Supports a strong safety, quality and performance culture.
Troubleshoots and resolves issues for all Contact Centre systems, handling queries professionally and efficiently.
Ensures all contact centre systems are operational 24/7, manages and supports the specific systems, explores functional enhancement opportunities and plans for and supports technical upgrades.
Reviews and ensures customer channels (telephony, email, webchat, social media, digital applications/portals, etc.) are adequately supported through both capacity and capability of internal resources.
Provides technical systems advice and support, serving as best practice for internal stakeholders in Customer Experience teams.
Builds an in‑depth knowledge of and implements the policies, procedures and guides key to the operation of the contact centre Logistics team.
Provides input into changes and reviews of contact centre policies, procedures, guides and system improvements.
Acts as the Contact Centre subject matter expert on NCCC systems and wider ESB Networks projects that impact NCCC, maintaining data integrity in all systems.
Ensures timely, accurate and appropriate recording and reporting, including use of data analysis tools and applications.
Contributes to developing, implementing, managing, and executing business processes and the provision of excellent customer service to both internal and external stakeholders.
Interprets internal or external business issues affecting Contact Centre KPI’s and recommends solutions/best practice.
Ensures Contact Centre KPI’s are met with effective utilisation of resources and effective monitoring and management of all customer channels.
Supports testing and implementation of new initiatives, occasionally out of hours.
Essential Experience and Qualifications
Excellent communication skills.
Ability to work as part of a team.
Experience working in a customer‑focused environment.
Excellent IT skills with competence in all Office applications.
Ability to learn and apply new systems and procedures.
Good analytical and problem‑solving skills.
Desirable Experience
Knowledge of all systems in use in the logistics team.
Previous experience in a similar role.
Relevant qualifications.
Location
This position is based in ESB Networks, Sarsfield Road, Wilton, Cork. Occasional travel may also be required.
Reporting To
Logistics Manager (NCCC).
Salary
€41,000 - €48,000 per annum
Closing Date
16th of June, 2026
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