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) Responsibilities
Connections and Developer Services 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, and for collaborating with several key business partners for successful delivery of connections on behalf of the customer.
Field Engineer Responsibilities
Reporting into the Senior Field Engineer, the Field Engineer will be responsible carrying out site visits for non‑standard new Connections applications, performing site assessments, and creating Work Orders for non‑standard new connections within a given region. The role holder will work closely with 3rd parties assigned to work in the field ensuring the delivery of onsite connection services, and also support the delivery of connection‑related network reinforcement schemes driven by connections demand, working with counterparts from Capital Delivery, Local Authorities or 3rd party service providers.
Main Duties and Responsibilities
Provide excellent customer experience through the end‑to‑end connections process.
Monitor incoming site inspection requests in relation to non‑standard New Connection applications.
Assess plans received with customer applications for further technical investigations (e.g. future inspection of site).
Liaise with Customer team in arrangement of site visits.
Conduct site assessments in accordance with Uisce Éireann Health and Safety Policy and Standards, and input requirement into Work Order.
Carry out technical and field assessment of the New Connections application as may be required.
Ensure compliance with New Connection Standards and Policies in field work.
Document results of inspections and approve/close Work Order as applicable.
Liaise with Senior/Design Engineer in relation to any identified technical requirements for Work Orders.
Support the delivery of network development work when the need for new connections warrants expansion and reinforcement, working closely with Local Authorities, Capital Delivery and/or 3rd party delivery partners.
Perform adoption inspections and testing as necessary.
Liaise with Key Account Management as required to gather all relevant customer information where attending site visit.
Ensure provision of new/updated asset data to systems or the Asset Information team for update in corporate repositories.
Ensure any relevant customer and premise information gets recorded in GIS systems for multiple premise applications.
Contribute to the development of business processes/procedures as may be required.
Contribute to achieving the objectives and targets of the Customer Operations Business plans.
Provide support to the Connections & Developer Services senior management team as required.
Perform other such duties in relation to work and Customer Operations as Uisce Éireann may reasonably require.
General Duties and Responsibilities
Collaborate with key internal stakeholders across the Uisce Éireann business.
Responsible for promoting and delivering health and safety commitments across Uisce Éireann 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.
Conduct 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
Third level qualification in Engineering, or a related degree, with at least 3 years’ experience working in connections.
A minimum of 3 years experience in the water, utilities or similar industries is desirable and/or relevant experience.
Full, clean and valid Irish category B Driving licence.
Experience in independently resolving customer challenges while maintaining high service standards.
Ability to develop and 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.
Experience in encouraging teamwork and knowledge‑sharing to enhance team performance. Evidence of motivating colleagues to achieve shared goals and improve outcomes.
Strong analytical skills and ability to identify and analyse problems and make improvement decisions that benefit the team/communities.
Demonstrate adaptability and the ability to change focus and direction in line with business strategy and requirements.
Ability to proactively identify new areas of improvement and implement new ways to do things.
Experience in taking ownership of safety responsibilities and contributing to continuous improvement initiatives.
Closing Statement
The closing date for receipt of applications for this vacancy is 17/05/2026.
Equal Opportunities Employer
Uisce Éireann is an equal opportunities employer.
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