DescriptionWe are Uisce Éireann. Every day, we are responsible for the delivery of secure, safe, and sustainable water services for the people of Ireland. As Ireland's national regulated water utility, our vision is a sustainable Ireland where water is respected and protected, for the planet and all the lives it supports.Our purpose at Uisce Éireann is to rise to the challenge of delivering transformative water services that enable communities to thrive. That means we are proud to take on the responsibility of protecting our water supply and passing on a safe and secure water system to a rapidly growing population and empowering Ireland's social and economic growth.We are passionate about empowering our people, enabling them to make a positive impact on communities across Ireland. We are guided by a shared vision and purpose, grounded in values that define who we are and shape how we work, where we deliver for customers and communities, we work better together, we do the right thing, we aim high, and we keep each other safe. Our behaviours define how we interact, communicate, and succeed together. These values and behaviours apply to each one of us, across every role, location, and level.Our goal is to attract and develop skilled and talented people from diverse backgrounds, who bring a dynamic range of expertise and insights to our work. With a strong, values-driven workforce, we ensure Uisce Éireann can continue advancing Ireland's water services and meeting the needs of the communities we serve for generations to come.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 Éireann customer strategy.Connections and Developer Services (CDS) are responsible for the customer engagement and stakeholder relationship management of all connections to the Uisce Éireann network. The CDS team manage the customer journey from development concept design, statutory planning process, pre-connection, technical design, site quality assurance, vesting of new asset and final connection and metering, including developing commercial/technical customer agreements, and managing customer funding in adherence to all technical standards, connection charging policy and governance requirements. CDS are responsible for delivering a highly effective customer service, including reviewing, and implementing solutions to meet changing customer needs. Collaboration with several key business partners is essential for the successful delivery of connections on behalf of the customer.The Process Oversight Analyst will report to the Process Improvement Technical Lead.Main Duties and Responsibilities:• Manage all PCE and Application through the new connection journey and ensure that any issues are resolved and issues blocking the completions of CDS activities.• Support to CDS Process Manager in identify and implementing any process improvements to improve the CDS customer journey• Act as an escalation point for any issues impacting the effective completion of PCE Applications, Connections and CDS Meter Fit activities and resolve issue where possible• Liase with stakeholders in the process including the Local Authority, Regional Contractors, Asset Planning, Call Centre to progress against plans and escalation of issues/trends that prevent completion of work • Act as an escalation point for issues impacting transactional data in the D365, GIS, Maximo and C2M systems that may require process review• Support all stakeholders in the process to achieve agreed KPI's and SLA's• Ensure all stakeholders are adhering to CDS processes and escalate noncompliance to the CDS Process Manager• Provide analysis of active work in the system to the CDS Process Manager and highlight bottlenecks in the process• Management of CDS Exceptions process• Ensure compliance with Uisce Éireann policy and standardsGeneral 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 requiredKnowledge, 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 managing a team, with strong people, change management and conflict resolutions skills • Experience in independently resolving customer challenges while maintaining high service standards.• Ability to 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 the business 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 20/02/2026.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.