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 no-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.The Process Oversight Coordinator will report to the Process Oversight Analyst.
Main Duties and Responsibilities:
Manage the CDS Exceptions dashboard and reports and identify ad resolve issues blocking the completions of CDS activities
Escalate any issues impacting the effective completion of PCE, Applications, Connections and CDS Meter Fit activities
Liase with stakeholders in the process including the Local Authority, Regional Contractors, Asset Planning, Call Centre to progress against plans
Escalate issues and trends that prevent the completion of work
Monitor creation and maintenance of transaction data in the D365, GIS, Maximo and CC&B systems
Provide support to all stakeholders in the process to achieve agreed KPI’s and SLA’s
Ensure stakeholders are adhering to CDS processes and escalate and issue to the CDS Process Manager
Provide analysis of active work in the system to the CDS Process Manager and highlight bottlenecks in the process.
Agreed and monitor all CDS progression processes to ensure efficient closure of work
Ensure compliance with Uisce Éireann policy and standards
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.
Other duties as required.
Knowledge, Skills and Experience:
Relevant third level qualification and or accreditation is desirable and or relevant experience
A minimum of 1 years’ Experience in the water, utilities or similar industries is desirable
Proactive with ability to work on own initiative and with others to ensure success in the performance of a team
Proven effective time management skills with the ability to prioritise and remain focused
Proven ability to create and develop good working relationships to facilitate the accomplishment of work goals, coupled with the ability to gain commitment from others
Excellent verbal and written communication skills with the ability to convey messages in a clear and concise manner
Strong computer skills with a proficient working knowledge of MS Word, Excel, PowerPoint and Outlook
Ability to set up ongoing processes and procedure to collect and review information
Flexible with regard to working in a changing environment and the ability to adjust to new work structures, processes and requirements as necessary
Proactively identify new areas of learning and using newly gained knowledge and skills on the job
Striving for quality and ensuring consistent high standards of work.
*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.