Lrsd and ersd analyst

This role can be based in Cork or Dublin
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 Eireann 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 LRSD & ERSD Lead, the LRSD & ERSD Analyst is responsible for improving customer service operations, ensuring high quality service delivery and striving to meet Uisce Éireann Customer’s expectations.
Main Duties and Responsibilities

Support end-to-end service delivery processes, from initial customer contact to issue resolution
Primary escalation point for the LRSD & ERSD Escalations Coordinator and other supporting staff (when required).
Continually seek to improve the end-to-end customer LRSD/ERSD capability within Uisce Éireann, thus realising better Customer Experience resulting in improved Customer Satisfaction scores
Supporting of and collaborating with the outsourced provider day to day ensuring delivery of KPI’s and SLA’s (including quality issues, calibration and change management).
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
Monitor service metrics, analyse data and develop strategies to improve service quality and efficiency
Handle escalated enquiries and complaints, ensuring timely and satisfactory resolutions
Identify areas for process optimisation and automation to enhance efficiency and reduce customer effort
Support the LRSD & ERSD Lead in generating regular reports on KPIs and present findings to the Customer Service and Complaints Resolution Technical Manager
Assist with quality assurance procedures to ensure consistent service quality
Ensure adherence to Uisce Éireann policies, procedures, and compliance standards
Stay updated on industry regulation and ensure the team operates within legal boundaries.
Ability to work cross functionally across Case Management areas, handling a borad range of queries/escalations.
Participation in specialist panel sessions and presenting at internal credit committee forums.
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 and or relevant experience
A minimum of 3 years’ experience in the water, utilities or similar industries is desirable
Experience in independently resolving customer challenges while maintaining high service standards.
Ability to develop effective partnerships with a wide range of stakeholders and ability to look for and listen to diverse perspectives.
Strong analytical skills and ability to identify and analyse problems and make improvement decisions that benefit the team/communities.
Proven track record in identifying opportunities for process improvements and innovation.
Demonstrate the ability to fix safety issues quickly and look for improvements in line with business strategy

The closing date for receipt of applications for this vacancy is 27/05/2026.
Please note that applications submitted after this closing date will not be accepted.
*Please be advised that if successful you will be placed on the salary range based on your skills and experience. Please note the Market reference point (midpoint) of the range is generally the upper end of the offer where someone is deemed to be fully competent to take on the duties of the role, and leaves room for the employee to progress through the pay range as their 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 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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