Complaints, Case Management and High Profile Escalations Coordinator

Grade and Salary Grade F (€40,438 -€60,657)* 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 Eireann 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., complaints resolution target of >80%)

• 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 groupSupport 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.

• 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 is desirable and or relevant experience

• Min 1 year relevant Experience in a similar role in the water, utilities or similar industries 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

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