Position Description
The candidate will work within a dynamic team of dedicated professionals and be responsible for delivering excellent customer service across multiple B2B service channels in a seamless and customer-friendly manner.
Key Responsibilities
* Manage and lead dynamic, geographically dispersed B2B customer service teams ensuring consistent service levels and efficient operations.
* Achieve Business Markets Strategic Objectives across all service channels.
* Owner of all B2B service business processes & customer data; B2B Service governance and continuous improvement of the processes including training and monitoring/reporting of process outcome:
* Owner/operator of Energy Services offerings to SME base.
* Owner of all customer services (e.g. equaliser, collective billing etc).
* Continuous improvement of service offerings & identifying need for new services.
* Initiate root cause analysis of service issues and implement plans to mitigate against such issues.
* Collect and analyse customer contact statistics.
* Capture data and prepare customer service reports including relevant customer insights and feedback to the wider team to assist future campaigns and improve performance.
* Owner of Cost to serve budget - Forecast and analyse costs against budget figures on a weekly and/or monthly basis.
* Owner of B2B call centre outsourced provider contracts, budgets and KPIs and performance of contracts.
* Owner of CSAT, NPS and CES - working with relevant teams in Electric Ireland to ensure consistent measurement and addressing key areas for improvement.
* Key liaison with billing, payments, credit control, residential service on behalf of Business Markets.
Experience and Qualifications
* EITHER 3rd Level qualification OR equivalent work experience and 7-10 years experience required
* B2B service management experience and/or sales management in a competitive market environment.
* Significant team management experience.
* Excellent interpersonal and written communication skills.
* Strong customer service focus.
* Analysing data, problem solving and decision making.
* Excellent planning and organising skills with ability to manage multiple priorities and meet deadlines.
* Innovation and creativity to adapt to changing environments/ circumstances.
* Ability to build and maintain an in-depth knowledge of the operation of the gas and electricity and energy services markets in Ireland so as to contribute positively to Electric Ireland's strategic objectives.
* Proven ability to develop and manage relationships with customers and other industry stakeholders including brokers, consultants, trade bodies and service providers.
* Proficiency in Microsoft Excel.
* Full driving license.
Location
This position will be based in Dublin.
Reporting To
Business Sales Manager
Why Work with Us?
* Opportunity to lead Ireland's transition to net zero carbon future
* Progressive, hybrid working model
* Career development through mentoring and training
* Corporate Social Responsibility Opportunities
* Sports and Social Clubs
* Networking opportunities
* Credit Union
* Generous Pension
* Access to staff well-being programmes
* Generous parental leave entitlements
* Strong values-based and inclusive culture
* Strong commitment to diversity, equity and inclusion
* Great team environment working to our Core Values: Courageous, Caring, Driven and Trusted
Salary €69,500 - €81,500 per annum depending on experience