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 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 into the CDS Delivery Senior Manager, The CDS Regional Manager – West will be responsible for the overseeing of the end-to-end case management of connection and developer services requests(Pre- Connection Enquiries, Connection Applications, Diversions etc.), including assessments, modelling, design, estimation and commercials to delivery of the work, across Uisce Éireann’s operational regions. To provide these services on behalf of Uisce Éireann and its customers, the Connections and Developer Services Regional Manager will manage a large team across the Western Region overseeing the end-to-end progression of connection activity within the business and oversee compliance with HSQE standards, legislation etc.
Main Duties and Responsibilities
Manage and oversee the connection and developer services processes in line with Uisce Éireann Standard Details, Codes of Practice and policies, to provide a timely and efficient connection service to customers. Work closely with local authorities in the regions to provide this service
Assess and manage the resource capacity of the Connections and Developer Services team against work plans and forecasts; manage and optimise staff to ensure delivery of connection and developer services processes is adequately resourced
Manage the end-to-end connections case management process across the Western Region, including handling cases across Customer Operations, Asset Management,Asset Delivery and the Local Authorities
Review and approve quotes and technical design solutions for complex /large connections and diversions and provide case management guidance
Ensure adoption and implementation of Uisce Éireann Standard Details, Codes of Practice and policies by developers and contractor teams within own region
Ensure compliance with HSQE requirements are adhered to in the design and delivery of all connections work.
Demonstrate knowledge of relevant Legislation, Standards, Acts and Regulations that Uisce Éireann will adhere to.
Work closely with Asset Management in the development of a rolling five-year plan to assess connections demand and capacity requirements of the team
Provide regular progress reports to the Connections Delivery Manager, and Customer Operations, Asset Management, Infrastructure Delivery and Operations management teams as may be required
Act as an escalation point for the Connections and Developer Services team from the Region and associated Local Authorities
Manage and respond to all escalations and queries received from the business in a timely fashion
Contribute to the development of business processes/ procedures
Support business change initiatives as required by the business
Lead teams through a continuing change process to ensure a streamlined delivery of service to meet the customer and business needs
Perform other such duties in relation to work and Customer Operations as Uisce Éireann may reasonably require
General Duties and Responsibilities
Collaboration with key internal stakeholders across the UÉ business, including but not limited to; the Connections Delivery Senior Manager, and Customer Operations, Asset Management, Infrastructure Delivery and Operations management teams as may be required
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 with at least 7 years’ relevant engineering management
Experience. A minimum of 7 years’ experience in the water, utilities or similar industries is desirable
Demonstrated leadership ability, proactive development, motivation and engagement of staff
Experience managing a large team, with strong people, change management and conflict resolution skills
Experience of developing and maintaining effective strategic partnerships with key stakeholders
Proven track record with dealing with complex issues, proactively and in a timely fashion along with the ability to communicate complex information to others
Experience of supporting policies, systems and controls and driving the implementation of progressive policies.
You will have a proven track record in leadership, change & transformation experience ideally in a similar utility, regulated industry or multi stakeholder environment
Able to work to deadlines and adapt to changing conditions and ambiguity generating effective and pragmatic solutions to new situations and problems as they are presented.
*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.