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.
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 Complaints, Case Management and High Profile Escalations Lead, the Complaints, Case Management and High Profile Escalations Coordinator will support the management of aspects of customer service for UÉ including customer case management, complaints management and customer administration.
Main Duties and Responsibilities
Support the implementation of KPIs to ensure quality and consistent performance of the Customer service team (e.g., PAF metrics)
Support the team track performance levels regarding all Escalations, Complaints, FOI and HP Complaints for non-domestic and domestic customers
Support the management of the end-to-end customer complaints capability within Uisce Éireann, including the processes around complaint classification and escalation
Work to continuously improve customer journeys, thus realising better Customer Experience resulting in improved Customer Satisfaction scores
Support the management of the Customer Experience team to monitor and analyse customer satisfaction through available escalation/complaint tools and survey results, identify operational improvement opportunities, create business case recommendations and implement approved changes proactively and regularly
Work with other functions to raise quality standards across the process and improve the quality and turnaround times of customer issues
Handle escalated customer enquiries and complaints, ensuring timely and satisfactory resolutions
Participate in rollout of new/refined processes and training material
Support the delivery of CRU and other regulatory requirements in relation to complaints, escalations and FOI
Support the management contact quality programme and conduct regular voice of the customer sessions with front line advisors
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
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
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
Relevant third-level qualification and or accreditation is desirable and/or relevant experience
Min 1 year relevant Experience in a similar role in the water, utilities or similar industries is desirable
Experience working with AI tools and technologies is desirable
Proactive, with ability to work on own initiative and with others to ensure success in the performance of a team
Proven effective time-management skills with the ability to prioritise and remain focused
Proven ability to create and develop good working relationships to facilitate the accomplishment of work goals, coupled with the ability to gain commitment from others
Excellent verbal and written communication skills with the ability to convey messages in a clear and concise manner
Strong Computer skills with a proficient working knowledge of MS Word, Excel, PowerPoint and Outlook
Ability to set up ongoing processes and procedures to collect and review information
Proven experience in demonstrating respect and professionalism in work and complying with organisational policies
Flexible with regard to working in a changing environment and the ability to adjust to new work structures, processes and requirements as necessary
Proactively identifying new areas of learning and using newly gained knowledge and skills on the job
Track record in completing tasks with guidance to support customers and/or communities
Striving for quality and ensuring consistent high standards of work
Experience in following safety rules, contributing to a safe working environment
*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.
The closing date for receipt of applications for this vacancy is 09/04/2026.
Please note that applications submitted after this closing date will not be accepted.
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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