LRSD and ERSD Lead

Grade and Salary

D (€61,531 -€92,296)*

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 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 Customer Service and Complaints Resolution Technical Manager, the LRSD/ and ERSD Lead is responsible for managing and improving customer service operations, ensuring high quality service delivery and striving to meet Uisce Éireann Customer’s expectations.

Main Duties and Responsibilities:

• Lead, Mentor and Coach a team of Customer Service Representatives.

• Management of core inbound and outbound channels for LRSD/ERSD areas via Phone, email, workshops and social media.

• Oversee end-to-end service delivery processes, from initial customer contact to issue resolution.

• Analyse data and develop strategies to improve service quality, efficiency and reduce customer and business effort.

• Management and supporting of the LRSD/ERSD Team in our Outsourced Partner Day to day, ensuring key KPI’s, metrics and outcomes are delivered.

• Handle escalated enquiries, issues and complaints, ensuring timely and satisfactory resolutions in line with SLA’s.

• Governance over customer charter payment and goodwill gesture approvals, ensuring strict controls are in place and monitored.

• Work with internal stakeholders to ensure the delivery and closure of issues against SLA requirements.

• Communicate key monthly metrics, trends and insights to key stakeholders internally to support enhanced visibility of LRSD/ERSD issues that drive improvements in trust and confidence.

• Work to continuously improve customer journeys, thus realising better Customer Experience resulting in improved Customer Satisfaction scores.

• 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 group.

• Manage contact quality programme and conduct regular voice of the customer sessions with front line advisors.

• Work to reduce silos across the organisation to support improved turnaround times and customer outcomes for complaints, escalations and LRSD/ERSD.

• Work with other functions to raise quality standards across the process and improve the quality and turnaround times of customer issues.

• Development and generation of regular reports on KPIs and present findings to the Customer Service and Complaints Resolution Technical Manager.

• Develop and Implement quality assurance procedures to ensure consistent service quality.

• Ensure adherence to Uisce Éireann policies, procedures, and compliance standards.

• Stay updated on industry regulation and ensure the team operates within legal boundaries.

• Support the on-call rota if required.

General Duties and Responsibilities

• Collaborate 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.

• Provide visible leadership for your team, coaching and developing them to achieve their full potential and deliver business objectives, promoting collaboration and highlighting the behaviours that are expected from everyone in the team.

• Other duties as required.

Knowledge, Skills and Experience:

• Relevant third level qualification and or accreditation is desirable and or relevant experience

• A minimum of 5 years’ Experience in the water, utilities or similar industries is desirable

• Strong background in upholding organisational values through decision-making and constructive actions.

• Demonstrated people management experience, with strong people, change management and conflict resolution skills.

• Experience in encouraging teamwork and knowledge-sharing to enhance team performance. Evidence of motivating colleagues to achieve shared goals and improve outcomes.

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

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

• Microsoft Excel proficiency and reporting experience desirable.

• Experience in a similar customer service and escalation management role desirable.

• 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.

The closing date for receipt of applications for this vacancy is 19/03/2026.

Please note that applications submitted after this closing date will not be accepted.

*Please be advised that if successful you will be placed on the salary range based on your skills and experience. Please note the Market reference point (midpoint) of the range is generally the upper end of the offer where someone is deemed to be fully competent to take on the duties of the role, and leaves room for the employee to progress through the pay range as their experience develops further.

Uisce Éireann is an equal opportunities employer.

We are committed to providing a diverse and inclusive place of work and have a robust strategy and framework called ibelong to enable this. We are an equal opportunity employer and through our recruitment process we welcome and encourage applications from interested and suitably qualified individuals regardless of gender, age, racial or ethnic origin, membership of the traveller community, religion or beliefs, family or civil status, sexual orientation/gender identity or disability.

CLICK THE APPLY BUTTON TO GO TO THEIR CAREERS PAGE WHERE YOU CAN CHECK THIS JOB AND ALL OTHER OPPORTUNITIES AVAILABLE