HR Support Centre Team Member

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:

Enterprise Services’ People Operations Team are responsible for the day-to-day delivery of people services across the entire employee lifecycle, from hire to retire. Its teams are responsible for the attraction, recruitment, on-boarding, administration of reward and benefits, delivery of learning and development, as well as payroll, time and expenses administration. People Operations drive process improvement for the end-to-end HR processes, to deliver a user-friendly experience.

Essential to the successful delivery of these people services is the HR Support Centre Team, who provide support and information across the full range of HR related services and initiatives.

As a member of the HR Support Centre Team, you will provide clear and concise 1st level support to both ESB Employees and Pensioners on a variety of HR processes and practices, playing a pivotal role in enhancing the end user experience for all service users.

This is an excellent opportunity for someone to learn about the full range of HR activities provided across ESB.

Key Responsibilities

• Initial point of contact for all HR related queries from Employees and Pensioners, handling a large volume of email and phone queries on a daily basis.
• Resolve general queries and/or redirect employees to self-solve portal, where possible.
• Escalate complex queries to 2nd and 3rd level HR support, ensuring accurate information is provided to those teams to enable efficient resolution at the next level.
• Log all queries using our ticketing application MSM Marval.
• Respond promptly to all queries and follow the agreed messaging structure and information templates.
• Track escalated queries through to resolution.
• Collaborate with other HR teams across People Operations, Business Units and Centres of Excellence to resolve queries.
• Process a small number of HR related transactions such as Medical Benefits Claims or Personal Admin updates.
• Monitor trends and identify areas and procedures for process or information improvement.
• Continuously update knowledge repositories and develop job aids, where necessary.

Experience & Qualifications

Essential

• A minimum of 1-2 years’ relevant work experience.
• Strong Customer Service skills, including call or query handling experience.
• Ability to maintain a professional level of service provision, providing accurate, consistent and timely information on HR related topics.
• Ability to work well in a busy team environment, combined with the ability to multi-task.
• Excellent telephone manner with strong interpersonal and communication skills. 
• MS Office skills, with a high degree of data accuracy.

Desirable

• Knowledge of HR Practice, Policies and Procedures and Employment Legislation would be a distinct advantage.
• A HR qualification or equivalent relevant work experience would also be an advantage.

Location

This position will be based in ESB’s Head Office at Fitzwilliam 27, Dublin 2. 

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 may work flexibly within their jurisdiction with attendance at the workplace for in-person collaboration on at least one anchor day per week. 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

The successful candidate will report to the Team Leader, HR Support Centre, People Operations, Enterprise Services. 

Why Work with Us? 

• Opportunity to lead Ireland’s transition to net zero carbon future 

• Progressive, hybrid working model 

• Career development through mentoring and training

• Corporate Social Responsibility Opportunities 

• Sports and Social Clubs 

• Networking opportunities 

• Credit Union 

• Generous Pension 

• 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 

Salary 

€32,000 - €38,500 depending on experience.