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B2B Quality Coordinator [24 Months]

 
Vacancy Number:  26992
Category:  Business
Job Type:  Full-time
 

Position Description 
This is an exciting and challenging opportunity to work in a dynamic Electric Ireland Business Markets team. We supply approximately 2,750 business entities in Northern Ireland for whom we strive to provide excellent customer service.

The role of the Quality Coordinator is responsible for evaluating interactions between our customers who deliver Service, Sales & Credit Control functions on behalf of Electric Ireland & provide feedback and support to teams and individuals while working to create continuous improvement.

This position requires a person that will lead quality excellence in Electric Ireland’s B2B team, ensuring that all services are delivered consistently, while meeting the requirements of  internal and external stakeholders.

 

Key Responsibilities

  • Improve the customer experience with Customer Solutions teams by evaluating all customer interactions to ensure best practice and processes. Review the customer journey and interaction points and positively challenge existing processes to improve the overall Customer Experience.
  • Ensure standards of interactions with the NI Utility Regulator are maintained. Promote and monitor compliance with processes and provide support to line managers responsible for ensuring compliance.
  • Gather and statistically analyse customer data across all channels (e.g. web, call centre, mobile etc.) to quantify success and take corrective action on pain points. Review and action CSAT data, verify via call listening and report relevant KPIs via a dashboard.
  • Monitor inbound and outbound calls, chat and media and report results of call evaluations to the appropriate business stakeholder. Assess operational areas, provide and record feedback to agents and team leaders while working to create continuous improvement
  • Work with the training facilitator to develop appropriate quality training programs based on findings, offering training and support to new and existing resources and recommend enhancements to training materials required.
  • Update our quality management system and provide support services to internal business units as required.
  • Carry out periodic audits of existing processes to determine process control and efficiencies.

 

Experience and Qualifications

Essential

  • A minimum of 5 years’ relevant experience is required.
  • Relevant 3rd level qualifications or equivalent work experience, preferably customer quality experience.
  • Good working knowledge and experience of quality management systems and processes and the ability to analyse processes, identify areas for improvement and implement them.
  • Excellent communication and report writing skills and a demonstrated ability to meet deadlines and manage multiple priorities.
  • Good listening and communication skills and the ability to build and develop key relationships with managers, colleagues and other stakeholders.
  • Experience in implementing new processes into an organisation and provide guidance to colleagues.
  • Proficiency across Office 365 tools.

Desirable

  • People management experience.
  • Knowledge of the NI electricity retail market and Knowledge of SAP systems.
  • Experience in the Energy industry, particularly customer facing departments.

 

Location 

This position will be based in Swift Square, Santry.

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 day 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

Business Energy Supply Propositions Manager.

 

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

€57,000 - €68,000 per annum (depending on experience)

 

Closing Date

23rd July 2025.

 

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

Diversity, Equity and Inclusion Statement

ESB is committed to being an equal opportunities employer. We welcome applications from all sections of society and ensure that no one is discriminated against on the grounds of race, religion or belief, ethnicity or nationality, disability, age, citizenship, marital status, domestic or civil partnership status, sexual orientation or gender identity, or any other basis as protected by law. 

Applicants who anticipate requiring assistance or reasonable accommodations for any part of the application or interview process may contact, in confidence, recruitment@esb.ie.  

About ESB

Join us in our mission to achieve a net-zero electricity system by 2040. ESB is Ireland’s leading energy utility, with activities spanning electricity generation, transmission and distribution, energy supply, energy services and international consultancy. Operating in Ireland, Northern Ireland and Great Britain, we invest over €1 billion each year to deliver a new energy future based on reliable, affordable zero-carbon electricity.
 

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