Developer Liaison Advisor

The Role:

Customer Operations develop, deliver and support excellence customer experience and service to both domestic and nondomestic customers within a regulated industry. Customer Operations are 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 Developer Liaison Technical Lead, the Developer Liaison Advisor will be responsible for Client Relationship Management. This will be achieved through actively supporting the Developer Services Team to develop, maintain and enhance relationships with Customers, Large Developers, Local Authority Housing Depts, AHBs and State Agencies.

Main Duties and Responsibilities:

• Support and facilitate the Developer Services Team in their various activities providing an excellent customer experience with Large Developers Local Authority Housing Depts, AHBs and State Agencies and other key stakeholders.

• Support timely and clear communication between the large Developers, CDS and internal and external stakeholders, through the various stages of the connection processes

• Assist with interaction and problem resolution between the Developer, CDS and the various internal Uisce Éireann stakeholders.

• Collaboration with key internal stakeholders across the UÉ business including but not limited to; 

  • Asset Management & Sustainability / Asset Planning

  • Infrastructure Delivery / Regional Contractor 

  • UE Legal 

  • Customer Operations / Asset Operations 

  • Communications & Corporate Affairs 

  • Others as required

• Support Large Developers to navigate the various Uisce Éireann processes, for residential, commercial, industrial, and mixed-se development, more effectively and efficiently

• Act as the bridge between Connections and Developer services and the various internal Uisce Éireann stakeholders; always being an advocate for the customer within Uisce Éireann

• Facilitate Client relationship management by supporting the development, maintenance, and enhancement of the relationship between CDS and Large Developers

• Assist with the management of customer queries, escalations and complaints within the CDS team and ensure that these are handled in line with broader Customer Operations processes 

• Coordinate with the wider Customer Operations team to ensure that all customer service escalations and complaints are satisfactory resolved

• Prepare regular reporting for the Customer Operations team to ensure that all customer service-related escalations and complaints are satisfactorily resolved

• Prepare responses and support the LRSD/ERSD team with local rep queries and escalation resolutions 

• Prepare regular reporting for the Developer Services Team to submit to CDS senior management and external stakeholders as appropriate

• Develop and implement complaint process improvement to include correct categorisation of customer escalations & complaints etc.

• Co-ordination of monthly reporting, updates, and summaries of engagement to senior management team

• Provide an excellent customer experience throughout the customer journey

• Provide regular monthly reports, updates, and summaries of engagement to the Developer Liaison Technical Lead

• Raise risks and issues as appropriate to the Developer Liaison Technical Lead

• Attend Conference and Events as required, advocating for UE and supporting the business key messaging. 

General Duties and Responsibilities

• Collaborate with key internal stakeholders across the UÉ business. 

• Responsible for promoting and delivering process improvement initiatives within the area enabling a more efficient delivery of service for our customers. 

• Support the delivery of the Uisce Éireann Transformation Programme, driving results required within the Directorate and supporting organisation-wide objectives.

• Other duties as required.

Knowledge, Skills and Experience:

• Relevant third level qualification and or accreditation is desirable

• A minimum of 3 years’ experience in the water, utilities or similar industries is desirable and or relevant experience

• Ability to develop and maintain effective partnerships with key stakeholders internally and externally

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

• 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 whilst upholding organisational values through decision making.

• Strong analytical skills and ability to identify and analyse problems and potential improvements, and propose & 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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