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.
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 Billing Services team in Uisce Eireann is responsible for delivering meter to cash processes for both Domestic and Non-Domestic customers. Domestic customers are currently managed directly from UE while Non-Domestic customers are currently managed through the Local Authority network. Billing Services operates an outsourced model and is heavily reliant on a number of key business partners for successful delivery of operations. Transaction processing is conducted external to UE and robust management practices form a critical part of the operating model.
Reporting to the Billing and Metering Manager, the Billing Lead will act as a senior representative for the Billing services team across all operating platforms within the function. The candidate will work closely with the Finance team, the Customer Operations Technical Manager and external stakeholders to maximize Uisce Éireann revenue opportunities whilst driving a culture of accurate and timely billing.
Main Duties and Responsibilities:
Manage the processes which support the protection of Uisce Éireann domestic subvention and non-domestic revenue streams, with responsibility for overseeing the resolution of domestic metering data and complex high value commercial billing issues
Liaise with the Finance senior management team to provide insights and updates on revenue impacting processes, issues and queries
The development and continuous improvement of billing and meter data management strategies, identifying risks and key controls, and implementing policies to reflect industry best practice
Evaluate, implement and lead change initiatives to improve work practices and system capabilities
In conjunction with the Finance team, develop a suite of checks and controls to ensure that anomalies within the domestic billing engine are identified, managed and resolved
Manage the closeout of domestic data issues which supports the generation of Government subvention invoices
Support Finance month end reporting through analysis of peaks and troughs in billed revenue
Provide specialised support to the Customer service team to close out complex high value billing issues and increase cashflow opportunities
Drive implementation activities for tariff and pricing changes across the customer portfolio
Responsible for ensuring the meter read and billing schedules are correctly configured for optimal performance
Be a main point of contact for outsourced vendor and offer support by setting and defining clear objectives, adoption of best practices with regards to commercial account issue resolution, constantly challenging to meet or better set results and key performance indicators
Manage an internal team in line with HR people and policy management
Support in the implentatation of ongoing Customer operation projects
Raise risks and issues as appropriate to the Billing and Metering Manager
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.
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
Ability to work to deadlines and adapt to changing conditions
Experience of developing and maintaining effective partnerships with key stakeholders internally and externally
Demonstrated people management experience, with strong people, change management and conflict resolution skills
Experience providing coaching in the development of the technical skills and abilities in others
Experience of implementing policies and controls and leading teams to work to the highest ethical and professional standards to deliver for our customers and make the right decisions
Competence in leading by example in challenging situations and taking action based off team feedback
Strong analytical skills and ability to identify and analyse problems and potential improvements, and propose and implement solutions
Demonstrated experience of adaptability and the ability to set clear goals and direction in line with business strategy and requirements
Ability to be a strong advocate for safety and wellbeing practices and ensure these are constantly being followed within your team
Highly motivated with multi-tasking and organisation skills
*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.