B2B Complaints and Compliance Analyst [24 Months]

Position Description 

This is an exciting and challenging opportunity to work in the Electric Ireland Business Markets team. We have approximately 2750 Business customers for whom we strive to provide excellent customer service. 
The role of a Complaints & Compliance Analyst is to analyse complaints, identify trends and provide valuable insights to manage customer complaints and to avoid them. 

Electric Ireland has a mix of in house and outsource teams that provide customer service, sales and debt collection services to our customers.  When customers have an issue with any aspect of our service they have the facility to make a complaint through the call centre, other internal teams or through other channels such as CCNI etc. 

Electric Ireland wishes to recruit a Complaints & Compliance Analyst with a proven customer centric focus.  This Analyst will use data to predict and avoid complaints, educate the business on what is driving them, as well as reduce them.  They will also be responsible for working with the regulation manager in NI and delivering their reporting requirements around complaints.

The Complaints & Compliance Analyst will act as a customer advocate ensuring that the customer’s voice is heard and represented regardless of how they contact Electric Ireland.   They will also work with the sales, service, operations and regulation team in B2B to help ensure regulatory compliance within the customer service area.

Key Responsibilities

• Compilation of a full suite of complaint related performance reports on a monthly and quarterly basis and the provision of commentary for each months performance against forecasts and targets 
• Identify actionable insights that influence complaints management based on data and facts
• Work with internal and external key stakeholders in the identification of complaint sources
• Develop complaints metrics and reporting dashboards for internal and external report requirements
• Facilitate regular complaint learning workshops with internal and outsource partners and within relevant areas in Electric Ireland and manage the outcomes.
• Monitoring outsource partners performance on complaints within agreed KPI’s
• Assist NI operations and regulation with monitoring compliance with relevant company policies, legislation and regulations in Customer Operations
• Support NI Customer Operations Manager and Team Leads in the development and improvement of Risk Control Matrices (RCM)
• Provide additional ad hoc assistance to the regulation manager on compliance where necessary

Experience and Qualifications 

Essential

•    Third Level Qualification or relevant work experience required, at least 3+ years  numerical or analytical work experience  
•    Experience working with large and varied data sets and proficient with data analytics and reporting 
•    Ability to deliver comprehensive, clear and detailed analytical reports
•    Logical problem solver with excellent numerical aptitude
•    Some familiarity with the application of predictive analytics and forecasting
•    Strong communication skills with an emphasis on effective presentation skills
•    Demonstrable previous customer service experience including complaint handling and analysis 
•    Excellent ability to manage external and internal stakeholders  with good listening skills and the ability to communicate clearly and effectively

Desirable

•    Knowledge of the NI electricity retail market
•    Knowledge of SAP systems
•    Experience in the use of predictive analytic models

Location

This position will be based in Swift Square, Santry, Dublin.

ESB is committed to smart working – combining digital tools with a culture of trust and empowerment to enable flexible ways of working. The successful candidate may work flexibly within their jurisdiction with attendance at the workplace for in-person collaboration on at least two anchor days per week. All smart working arrangements are subject to manager approval and ongoing review, based on the operational requirements of the role, the team, and the individual.

Reporting To

B2B Quality Coordinator

Why Work with Us?

•    Opportunity to lead Ireland’s transition to net zero carbon future
•    Career development through mentoring and training 
•    Corporate Social Responsibility Opportunities
•    Sports and Social Clubs
•    Networking opportunities
•    Credit Union
•    Generous Pension
•    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

Salary 

€48,000 - €56,000 per annum.

Closing Date

21st of July 2025.

Your application will be held in reserve for 6 months should you be suitable for the role.