Customer Service Advisors

ESB is a purpose led company striving to create a brighter future for the customers and communities we serve, leading the transition to reliable, affordable, low-carbon energy. Today, we operate one of the most progressive electricity systems in the world, with activities spanning electricity generation, transmission, distribution and supply in Ireland, Northern Ireland and Great Britain, and an international energy consulting business.

With almost 8,000 employees we invested €1bn in infrastructure last year, contributed over €2bn to the economies we operate in and distributed over €2m across a range of community initiatives. This requires us to bring the best of our capabilities together to deliver innovative and value-driven solutions that enable our customers to live low-carbon lives. ESB strives to foster an effective and inclusive culture where people engage, challenge and feel connected to our purpose, colleagues, customers and community.

Position Description 

The Customer Service Advisor will join ESB Networks Customer Care Centre, within the Customer Experience Area, ESB Network, providing customer support to all electricity customers. Customer Service Advisors deal with a broad range of work including dealing with customer queries, emergency and no supply situations, scheduling and managing work programmes, Pay As You Go metering processes, supporting electricity suppliers, new connections and general enquiries.

In this role the Customer Service Advisor works as part of highly skilled externally CCA accredited team that delivers first class customer service across various customer channels. 

Key Responsibilities

• Handling external and internal customer queries promptly and politely
• Listening to customers to anticipate/understand their needs
• Taking all necessary steps to satisfy customers’ needs efficiently and accurately and communicating this to the customer
• Confirming that customer understands and is satisfied with outcome of the query
• 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
• Networks General Enquiry services
• Requests for a New Supply
• Meter Reading processing
• Supplier related queries
• Processing ESB Networks payments
• Scheduling and managing work programmes
• Supporting electricity suppliers
• Processing applications for new connections
• Pay As You Go Metering
• Administration

Experience and Qualifications

Essential

• Leaving Certificate is essential
• Excellent Telephone interaction/communication skills
• Experience of working in a customer focused environment
• Good PC/numeric skills including use of Outlook
• Accuracy and attention to detail
• Ability to learn and apply new systems and procedures
• Initiative and problem-solving skills

Location

Wilton, Co. Cork, Ireland

The successful candidate will be required to be on site in Wilton Office for the duration of the probation period. 

ESB is committed to smart working – combining digital tools with a culture of trust and empowerment to enable flexible ways of working. The successful candidate, upon successful completion of probation, may work flexibly within their jurisdiction with attendance at the workplace in line with the Smart Working Charter for the Networks Customer Care Centre. All smart working arrangements are subject to manager approval and ongoing review, based on the operational requirements of the role, the team, and the individual. 

Reporting to

Manager, ESB Networks Customer Care Centre

Why ESB?

• Opportunity to lead and operate on frontline of Ireland’s transition to net zero future
• Embracing & facilitating a Smart Working Future / Hybrid Working
• Career development through mentoring, and training 
• Corporate Social Responsibility Opportunities
• Active Social & Sports Clubs
• Networking opportunities
• Credit Union
• Generous Pension Contributions
• Access to Staff Well Being programmes
• Generous parents leave entitlements
• Great team environment working to our Core Values – Courageous, Caring, Driven and Trusted
• ESB has a comprehensive Diversity and Inclusion Programme

Salary

Starting from €31,000 per annum