Job Description:
Electric Ireland is a leading energy supplier in Ireland, serving over 1.4 million customers across both residential and business segments.
The Payments team within Customer Operations is responsible for efficient customer payment processing, supporting systems, services, and third-party contracts with industry-leading Payment Service Providers and solutions.
This role offers an exciting opportunity to work in a dynamic, innovative, customer-focused commercial team at a pivotal time in Electric Ireland's business evolution and the wider payments industry.
Main Responsibilities:
* Support customers and business to deliver optimal value and service
* Build strong working relationships with key stakeholders
* Collaborate closely with Payment Service Providers, Outsource Partners, and internal EI teams
* Put customers first, continuously reviewing practices to improve products, processes, and procedures in line with customer needs and best practice
* Deliver payment services in accordance with applicable legislation and regulations
* Ensure Direct Debit services and customer refunds are efficiently managed
* Support Process Optimisation, Business Transformation, and System Changes
* Provide Management Information on team activities
* Monitor, report, and sign off Controls, Risks, and Governance
* Manage payment-related queries and complaints satisfactorily
* Oversee development, training, succession planning, and maintenance of Business Process Documentation
* Lead a Smart Working team, motivating staff and ensuring fair delegation of tasks
* Prioritise Safety above all other considerations in team activities
Requirements:
Essential:
* 2 years' experience in a similar role
* Excellent interpersonal skills and ability to motivate self and others
* High level of commitment, flexibility, and willingness to travel
* Influencing and relationship management skills
* Adaptable approach with focus on customer journey
* Good judgement and decision-making skills
* Strong commercial focus and analytical ability
* Understanding of GDPR principles and procedures
Qualifications:
Either 3rd Level qualification or equivalent work experience