Commercial Analyst

Grade and Salary E (€50,223 -€75,334)*

Job Description

We are Uisce Éireann. Every day, we are responsible for the delivery of secure, safe, and sustainable water services for the people of Ireland. As Ireland’s national regulated water utility, our vision is a sustainable Ireland where water is respected and protected, for the planet and all the lives it supports.

Our purpose at Uisce Éireann is to rise to the challenge of delivering transformative water services that enable communities to thrive. That means we are proud to take on the responsibility of protecting our water supply and passing on a safe and secure water system to a rapidly growing population and empowering Ireland’s social and economic growth.

We are passionate about empowering our people, enabling them to make a positive impact on communities across Ireland. We are guided by a shared vision and purpose, grounded in values that define who we are and shape how we work, where we deliver for customers and communities, we work better together, we do the right thing, we aim high, and we keep each other safe. Our behaviours define how we interact, communicate, and succeed together. These values and behaviours apply to each one of us, across every role, location, and level.

Our goal is to attract and develop skilled and talented people from diverse backgrounds, who bring a dynamic range of expertise and insights to our work. With a strong, values-driven workforce, we ensure Uisce Éireann can continue advancing Ireland’s water services and meeting the needs of the communities we serve for generations to come.

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) 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. Collaboration with several key business partners is essential for the successful delivery of connections on behalf of the customer.

Reporting to the Commercial Lead, the Commercial Analyst will be responsible for reviewing of standard & significant connection offers ensuring that these are aligned with the Uisce Éireann Connections Policies.

Main Duties and Responsibilities:

• Ensure all Connections are in line with the Uisce Éireann Connection Charging Policy and contribute to the development of business processes/procedures relating to the policy.

• Responsible for ensuring projects and proposals are in line with all internal governance processes

• Liaise with contact centre and other business functions to support the CDS Commercial function

• Support the business’ understanding of connection contract commercial terms where required

• Support the CDS Commercial Lead in the development of connections policies, processes and charges 

• Review payment options for non-standard and new connections 

• Liaise with the contact centre and provide commercial support in relation to preparation of connections offers

• Ensure customer satisfaction within the business in relation to the commercial support being provided 

• Provide regular monthly reports and analysis to the CDS Commercial Lead

• Responsible for ensuring governance and compliance controls are in place at all stages of the connection process from payment to outturn costs and refunds

• Support the CDS Commercial Lead on the development and negotiation of non-standard contracts within the regions 

• Support the CDS Commercial Lead on activities related to contractual dispute resolution and contract interpretation as required 

• Support the CDS Commercial Lead in responding to queries, and escalations related to CDS Commercial

• Perform other such duties in relation to CDS and Customer Operations work as Uisce Éireann may reasonably require.

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.

• Conducts 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.

• A minimum of 3 years experience in the water, utilities or similar industries is required.

• Experience in independently resolving customer challenges while maintaining high service standards.

• Ability to develop and maintain effective 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.

• Highly motivated individual, working to the highest professional standards and with proven ability to deliver results within a team.

• Strong analytical skills and ability to identify and analyse problems and potential improvements, and propose and implement solutions.

• Demonstrate adaptability and the ability to change focus and direction in line with business strategy and requirements.

• Proactively identifying new areas of improvement and using newly gained knowledge and skill on the job.

• Experience in taking ownership of safety responsibilities and contributing to continuous improvement initiatives.

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