DescriptionWe 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.
So, we’re passionate about helping our people to do the best work of their lives, to enable them to make a positive difference to communities all over Ireland. Our aim is to attract and develop talented and skilled people with diverse backgrounds and an evolving range of expertise and insight. We believe that such a strong workforce will help us achieve our goals and allow us to continue investing in, and advancing, Ireland’s water services.
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:
Support the CDS Commercial Lead on the development and negotiation of non-standard contracts within the regions
Support the business’ understanding of contract commercial terms where required
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 EAC & PD03 processes
Liaise with contact centre and other business functions to support to the CDS Commercial function
Support the CDS Commercial Lead on activities related contractual dispute resolution and contract interpretation as 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 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
Analyse and interpret economic performance for significant customer connections
Responsible for ensuring governance and compliance controls are in place at all stages of the connection process from payment to outturn costs and refunds
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.
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 managing a team, with strong people, change management and conflict resolution skills
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
*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.