We are Uisce Éireann. Every day, we deliver secure, safe, and sustainable water services for Ireland's people. As Ireland's national regulated water utility, our vision is a sustainable Ireland where water is respected and protected.
Our purpose at Uisce Éireann is to deliver transformative water services that enable communities to thrive. We protect our water supply and pass on a safe and secure system to a growing population, empowering Ireland's social and economic growth.
The Role
CUSTOMER OPERATIONS DEVELOP EXCELLENT CUSTOMER EXPERIENCE AND SERVICE TO DOMESTIC AND NON-DOMESTIC CUSTOMERS IN A REGULATED INDUSTRY.
Main Duties and Responsibilities
1. Deliver the management and continuous enhancement of the Customer Operations Revenue Assurance function.
2. Enhance the Customer Revenue Assurance review cycle, which reviews Customer Operations processes impacting on revenue and provides analysis on process adherence.
3. Work with Connection Developer Services (CDS), Billing & Customer Service to enhance operational audits which minimise risk & prevent the generation of new risks in new processes or the expansion of risks in current process amendments.
4. Develop an audit communication programme that supports the outputs of audit findings, links with Risk & Compliance controls and supports in the closing of any control or process gaps found with the business.
5. Development of the Customer Core Billing Audit, Miscellaneous Billing Audit & Read Cycle Audits.
6. Report on the Customer revenue both protected and generated as a result of audits, data reviews and collaboration with other business areas.
7. Work with Wastewater Source Control, New Connections & Customer functions to ensure process delivery is linked through to billing for all new customers, meter fit/exchanges or new trade effluent take on's and audits are in place for same to protect Revenue.
8. Working with Risk, Compliance and Finance to track and report on Customer Revenue Risks.
9. CLOSE CUSTOMER PROCESS GAPS AS PER REQUIREMENTS FROM THE CREDIT COMMITTEE AND REPORTING ON REDUCED REVENUE EXPOSURE RESULTING FROM CLOSURE.
10. Support the management of Customer Operations compliance in the areas of risk, business continuity, internal controls, integrated assurance, data protection and risk management.
11. Support the development of regular Revenue Assurance audit plans and ensure buy-in to these plans from the wider Customer management team.
12. Review findings from Revenue Assurance reports, manage initial investigations and impact assessments where risks are identified and define recommendations to the wider Customer Operations team to resolve.
13. Manage the Customer Operations integrated assurance controls listing, representing Customer Operations at integrated assurance discussions within Uisce Éireann.
14. Manage the Customer Strategy and Capability risk register, provide support to the other risk champions across Customer Operations and represent Customer Operations at risk management discussions within Uisce Éireann.
15. Contribute to papers for submission to CRU including Non Domestic Tariff Review, trade effluent, tankered waste, customer policies etc.
16. Engage with regulation teams to make representation to CRU on various matters including realization of incentives as set out in CRU papers.
17. Work closely with various internal UÉ groups, including finance, internal audit, regulation, asset management, asset operations, to deliver optimum results for UÉ.
18. Work with a team of internal resources and any dedicated revenue resources in the outsourced contact centre, including driving team building and process improvement initiatives to streamline revenue management processes.
19. Report on all areas of Revenue Assurance as required.
20. Support the Customer Strategy & Capability Senior Manager on Revenue Assurerelated projects and initiatives.
21. Participate in ongoing Customer Operations projects as required.
General Duties and Responsibilities
1. Collaboration with key internal stakeholders across the UÉ business.
2. 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.
3. Support the delivery of the Uisce Éireann Transformation Programme, driving results required within the Directorate and supporting organisation-wide objectives.
4. 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.
5. Other duties as required.
Knowledge, Skills and Experience
* A 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.
* 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.
* Highly motivated individual, working to the highest professional standards and with proven ability to deliver results.
* Strong analytical skills and ability to identify and analyse problems and potential improvements, and propose and implement solutions.
* Demonstrate adaptability and the ability to change focus and direction in line with business strategy and requirements.
* Proactively identifying new areas of improvement and using newly gained knowledge and skill on the job.