Customer Service Advisors, Cork (Permanent & Fixed Term Contract)
Vacancy Number: *****
Category: Business Support, Customer Service (Entry)
Job Type: Full-time
Position Description
Are you looking to begin or further your career in Customer Service?
ESB Networks is looking for a number of Customer Service Advisors to join our Customer Care Centre based in Wilton, Co.
Cork.
Our Customer Service Advisors support electricity customers across Ireland, dealing with and resolving a broad range of customer queries.
The Customer Service Advisor works as part of a highly skilled, externally CCA accredited team that delivers first-class customer service across various customer channels.
This role is based in a busy, high-volume environment, supporting customers through calls, emails, and application processing.
Successful candidates will receive a comprehensive onboarding experience when they join the team, including classroom training, on-the-job learning and mentoring.
Shift Patterns
Customer Service Advisors are scheduled to work 5 days per week.
Full-time: ***** hours per week, 7.25 hours per day (x5), between 7:30am-8pm Monday-Saturday
Shifts/rotas are provided 1 month in advance, with the facility to swap shifts where feasible.
Key Responsibilities
Handling external and internal customer queries promptly and politely
Listening to customers to anticipate and understand their needs
Taking all necessary steps to satisfy customers' needs efficiently and accurately and communicating this to the customer through first contact resolution where possible
Completing all tasks in a professional manner, prioritising customers' needs and safeguarding their confidentiality
Maintaining the integrity of ESB Networks IT systems, by completing all appropriate updates promptly and accurately
Fulfilling the role of the representative of ESB Networks to all the customers she/he engages with
The types of queries handled by the Advisor include:
Emergency/Loss of supply calls
Requests for a New Supply
Meter Reading processing
Scheduling and managing work programmes
Supporting electricity suppliers
Processing applications for new connections
Pay As You Go Metering
Experience and Qualifications
Leaving Certificate is essential
Experience of working in a customer-focused environment, preferably with a track record of providing excellent customer service across various channels
Excellent Telephone interaction/communication skills
Good IT/numeric skills including use of Outlook
Accuracy and attention to detail
Initiative and problem-solving skills
Ability to work in a fast-paced environment, with an ability to learn and apply new systems and procedures
Location
Wilton, Co.
Cork, Ireland
Our onboarding requires the Customer Service Advisor to work fully on-site for the first 6 months, in line with the Customer Care Centre's learning & development procedure.
Following this, the successful candidate, upon successful completion of probation, may work remotely (within the Republic of Ireland) on a hybrid working basis.
The Customer Care Centre's hybrid working model allows a mix of attendance in the workplace, with the option to work remotely (on a ***** basis).
All hybrid working arrangements are subject to ongoing review and change, based on the operational requirements of the role and satisfactory performance.
Why Work with Us?
Opportunity to lead Ireland's transition to net zero carbon future
Career development through mentoring and training
Corporate Social Responsibility Opportunities
Sports and Social Clubs
Networking opportunities
Credit Union
Access to staff well-being programmes
Generous parental leave entitlements
Strong values-based and inclusive culture
Strong commitment to diversity, equity and inclusion
Great team environment working to our Core Values: Courageous, Caring, Driven and Trusted
Closing date
11th of May, ****
Diversity, Equity and Inclusion Statement
ESB is committed to being an equal opportunities employer.
We welcome applications from all sections of society and ensure that no one is discriminated against on the grounds of race, religion or belief, ethnicity or nationality, disability, age, citizenship, marital status, domestic or civil partnership status, sexual orientation or gender identity, or any other basis as protected by law.
Applicants who anticipate requiring assistance or reasonable accommodations for any part of the application or interview process may contact, in confidence, ******.
About ESB
Join us in our mission to achieve a net-zero electricity system by ****.
ESB is Ireland's leading energy utility, with activities spanning electricity generation, transmission and distribution, energy supply, energy services and international consultancy.
Operating in Ireland, Northern Ireland and Great Britain, we invest over €1 billion each year to deliver a new energy future based on reliable, affordable zero-carbon electricity.
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