About ESB
ESB is a purpose-led company striving to create a brighter future for its customers and communities by leading the transition to reliable, affordable, low-carbon energy.
The company operates one of the most progressive electricity systems in the world, spanning electricity generation, transmission, distribution, and supply across Ireland, Northern Ireland, and Great Britain, as well as an international energy consulting business.
Job Description
This position supports the training of outsourced service and sales advisors, which is critical to delivering call centre customer service and selling excellence. Training takes three forms: New Hire Training, Ongoing Follow-up Training, and New Processes and Product Training.
The role will be based in Electric Ireland's Dublin office, aligning with ESB's Smart Working arrangements, and may require travel to Outsource Partner sites.
Key Responsibilities
* Assist in preparing and distributing agent training material.
* Deliver training to outsource partners and their agents when required.
* Report on agent training completion and standards achieved, monitoring advisors' skill and knowledge levels.
* Collaborate with outsourced partners and their training team to ensure timely and effective training delivery and evolve relevant training content.
* Provide support to the outsource partner training team when needed.
* BUILD STRONG RELATIONSHIPS WITH INTERNAL ELECTRIC IRELAND STAKEHOLDERS TO MAINTAIN AN UP-TO-DATE TRAINING SYLLABUS AND DELIVER AN ONGOING QUALITY TRAINING PROGRAMME.
* Assess training quality issues, conduct root cause analysis, recommend insights, develop improvement plans, and collaborate with stakeholders to improve training performance.
Experience and Qualifications
* Excellent written, verbal, and interpersonal communication skills.
* A relevant 3rd level qualification or equivalent work experience is essential.
* Demonstrable previous customer service experience.
* A courteous nature with strong customer service orientation and empathy for customers.
* The ability to stay calm under pressure.
* Flexibility.
* Eager to learn, initiative taker, and problem-solver.
* Experience using SharePoint and creating PowerPoint content.
* A good working knowledge of Electric Ireland's wide range of energy products, services, policies, and processes is a distinct advantage.
* Training-related qualifications are advantageous.
* A good working knowledge of Electric Ireland's wide range of system applications (CRM7, SFE, Liberty, SAP (SRP, IRP)) is a distinct advantage.
* Previous experience in developing and executing training programs is an advantage.
* Previous experience supporting and/or working in a call centre environment.
Location
The position will be based in Electric Ireland Offices in Santry, with regular visits to other locations including our service partners located in Cork and Dublin.
ESB is committed to smart working, combining digital tools with a culture of trust and empowerment to enable flexible ways of working.
Reporting to
Reporting to the Training Manager Electric Ireland.
Why Work with Us?
* Opportunity to lead Ireland's transition to a net zero carbon future.
* Progressive, hybrid working model.
* Career development through mentoring and training.
* Corporate Social Responsibility Opportunities.
* Sports and Social Clubs.
* 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.