Is sinne Uisce Éireann.
Gach lá, bímid freagrach as seirbhísí uisce atá slán, sábháilte agus inbhuanaithe a sholáthar do mhuintir na hÉireann.
Mar fhóntas uisce rialáilte náisiúnta na hÉireann, is í ár bhfís go mbeidh Éire inbhuanaithe ann ina bhfuil meas ar uisce agus ina bhfuil sé cosanta, don domhan agus do na saolta uile a gcothaítear leis.
Is é an cuspóir atá ag Uisce Éireann ná a bheith inchurtha leis an dúshlán a bhaineann le seirbhísí bunathraitheacha uisce a sholáthar chun go mbeidh rath ar phobail.
Ciallaíonn sé sin go bhfuilimid bródúil as an bhfreagracht a ghlacadh as ár soláthar uisce a chosaint agus córas sábháilte uisce a chur ar aghaidh chuig daonra atá ag fás go tapa agus fás sóisialta agus eacnamaíoch na hÉireann a chumhachtú.
Táimid paiseanta faoi chumhacht a thabhairt dár ndaoine, iad a chumasú tionchar dearfach a bheith acu ar phobail ar fud na hÉireann.
Tá comhfhís agus comhchuspóir mar threoir againn, agus cloímid le luachanna a shainíonn cé sinne agus a mhúnlaíonn an chaoi a n-oibrímid, áit a bhfreastalaímid ar chustaiméirí agus ar phobail, a n-oibrímid níos fearr le chéile, a ndéanaimid an rud ceart, a mbíonn uaillmhianta againn, agus a gcoinnímid a chéile slán.
Is trínár n-iompar a shainítear an chaoi a ndéanaimid caidreamh agus cumarsáid le chéile, agus a mbíonn rath orainn le chéile.
Baineann na luachanna agus an t-iompar seo le gach duine againn, thar gach ról, suíomh, agus leibhéal.
Is é an sprioc atá againn daoine oilte agus cumasacha ó chúlraí éagsúla a mhealladh agus a fhorbairt, agus tabharfaidh na daoine sin raon dinimiciúil saineolais agus léargas chuig ár gclár oibre.
Agus lucht saothair láidir luachbhunaithe ag Uisce Éireann, cinntítear gur féidir linn seirbhísí uisce na hÉireann a chur chun cinn agus freastal ar riachtanais na bpobal a bhfreastalaímid orthu, agus gur féidir linn leanúint ar aghaidh leis an obair sin do na glúnta atá le teacht.
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 Eireann, 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 Eireann 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 Eireann, thus realising better Customer Experience resulting in improved Customer Satisfaction scores
Supporting the outsourced provider day to day to ensure delivery of KPIs and SLAs (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 Eireann 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 Eireann 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 broad range of queries and 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 Eireann Transformation Programme, driving results required within the Directorate and supporting organisation-wide objectives
Conduct duties and responsibilities in accordance with Uisce Eireann'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 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 and 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.
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.
Uisce Eireann 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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