Customer Engagement Lead, Networks Telecoms

Position Description

At Networks Telecoms, we pride ourselves on being at the forefront of utility telecommunications, playing a pivotal role in the seamless operation of modern electricity networks. As a leading-edge provider, we are integral to the success of the ESB’s digital strategy, enabling innovative solutions and ensuring the reliability and efficiency of energy distribution. Our commitment to cutting-edge technology and continuous improvement makes us a crucial partner in driving the future of smart energy management.

Networks Telecoms have internal and external customers who require mission-critical telecoms services. As the Customer Engagement Lead, you will support the business and management team in providing a customer focused approach, as well as retaining and growing key customer accounts, revenues and resolving customer issues in a timely satisfactory manner.

Key Responsibilities

• Service Level Agreements (SLAs): Maintain and negotiate SLAs and the Service Catalogue.
• Account Management: Manage and maintain key accounts and relationships with internal and external customers.
• Business Relationship Strategy: Develop and maintain the strategic relationship plan.
• Performance Monitoring: Maintain and develop customer KPI targets and reports and monitor performance against SLAs and project proposals.
• Customer Relations: Act as the primary contact and escalation point for key accounts, ensuring customer expectations are met through regular review meetings.
• Support Customer Programme Development: Support project manager, handle customer requests and escalations, and conduct weekly progress meetings.
• Support Customer Programme Board: Report on project metrics, prepare and chair board meetings, assist in portfolio preparation, and present at customer meetings.
• Boost Engagement: Increase profile of Networks Telecoms across the business.

Experience and Qualifications

Essential

• Minimum of 3 years work experience in a business or customer engagement or similar role.
• Strong commercial focus and awareness.
• The ability to analyse complex data, to determine the key underlying influences, to collate and present results in a concise, professional, and easily understood manner.
• Self-motivated with excellent planning and time management skills and strong attention to detail.
• Proven stakeholder management skills.
• A full clean driving license.

Desirable

• A knowledge of Power BI or other Business Intelligence platforms
• Project management experience/certification
• Experience in managing customer relationship in telecommunication services industry

Location

This position will be based in ESB offices, Leopardstown Road, Dublin 18. Alternative locations will be considered.

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 one 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

Programme Management Office & Project Support (PMOPS) Manager, Telecoms Strategy & Business Support, Networks Telecoms, Customer Transformation & Digital

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