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Customer Service Team Member

Vacancy Number:  6741
Category:  Regular
Job Type:  Full-time

ESB is a purpose led company striving to create a brighter future for the customers and communities we serve, leading the transition to reliable, affordable, low-carbon energy.  Today, we operate one of the most progressive electricity systems in the world, with activities spanning electricity generation, transmission, distribution and supply in Ireland, Northern Ireland and Great Britain, and an international energy consulting business.

With 8,000 employees and revenue of over €5bn per annum, we invested €1bn in infrastructure last year, contributed over €2bn to the economies  we operate in and distributed over €2m across a range of community initiatives.  This requires us to bring the best of our capabilities together to deliver innovative and value-driven solutions that enable our customers to live low-carbon lives. ESB strives to foster an effective and inclusive culture where people engage, challenge and feel connected to our purpose, colleagues, customers and community.

Position Description

This is an exciting opportunity to work in a dynamic customer focused and commercial team. The successful candidate will gain valuable experience of our Customer Service processes covering all Electric Ireland’s residential customers in Northern Ireland. As the first point of contact for Electric Ireland’s customers in Northern Ireland, you will be responsible for delivering first class customer service via the telephone, email, webchat, sms and social media. You will be a key member of the customer service team and have the opportunity to contribute to process improvement, through knowledge gained in speaking with our customers on a daily basis.


Key Responsibilities

  • Deliver excellent customer service to all new and existing customers.
  • Provide accurate sales information in all aspects of product offerings and services.
  • Provide sales support to our sales team.
  • Channel customer feedback to the relevant areas of the business in relation to service, price and product offerings.
  • Continuous review of work processes/procedures with a view to streamlining.
  • Liaise effectively with other parts of Electric Ireland and external stakeholders as required.
  • Share knowledge and skills openly with other members of the team.
  • Demonstrate flexibility and adaptability to change.


Knowledge, Skills and Experience


  • Minimum of 1-2 years relevant customer service or telesales experience.
  • Strong analytical and communication skills.
  • Proven teamwork skills.
  • Planning & Organising.
  • Working on own initiative and as part of a team.
  • A high level of commitment and flexibility.
  • A proven track record in delivery of excellent customer service.
  • Good judgement and decision making skills.
  • Experience in MS Office packages.



  • Experience using CRM packages




  • Grade C or above in Maths & English GCSE (or equivalent)



Electric Ireland, Belfast Office, Northern Ireland


Reporting to

Team Leader – Residential Markets Belfast


Closing Date

18th October 2021


If you have any queries in relation to this job, please contact recruitment@esb.ie


Note: Please advise if you require any additional accommodations to
           assist you if you are called to attend at interview.