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CS - Payments Team Lead, Customer Operations

Vacancy Number:  23126
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 almost 8,000 employees 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

Electric Ireland is the primary customer facing business unit of the ESB Group and is the leading energy supplier in Ireland. With over 1.4 million customers, both Residential and Business in an All-Ireland market and an annual turnover in excess of €2BN, it is the main customer interface for the ESB Group.


Payments is part of the Customer Operations function within Electric Ireland. The Payments teams are responsible for the efficient and effective processing of all customer payments along with the provision and management of the supporting systems, services and third party contracts which include industry leading Payment Service Providers and solutions.


This is an exciting and challenging opportunity for the successful candidate to work in a dynamic, innovative, customer focused and commercial team at a very exciting time in the commercial evolution of and Electric Irelands’ business and the wider payments industry.


Key Responsibilities

  • Supporting our customers and business to deliver optimum value and service.
  • Building and maintaining strong working relationships with key stakeholders.
  • Collaborating closely with Payment Service Providers, Outsource Partners and internal EI teams.
  • Putting the customer at the centre and continually reviewing current practices and activities to improve products, processes, and procedures in line with our customer needs and best practice.
  • Delivery of payment services in accordance with applicable legislation and regulations.
  • Ensuring that Direct Debit services and customer refunds are efficiently and effectively managed.
  • Delivery and support for Process Optimisation, Business Transformation, and System Changes.
  • Provision of Management Information relating to team activities.
  • Monitoring, reporting and sign off of Controls, Risks and Governance.
  • Ensuring that all payment related queries and complaints are managed and resolved satisfactorily.
  • Overseeing delivery of development, training and succession planning and maintenance of Business Process Documentation.
  • Leading, managing, and supporting a Smart Working team in line with our values.
  • Motivating the team and ensuring an efficient and fair delegation of tasks and duties.
  • Ensuring Safety is the first and foremost consideration in all team activities.


Knowledge, Skills and Experience


  • 2 years’ experience required within similar role.
  • Excellent interpersonal skills and ability to motivate self and others.
  • A high level of commitment, flexibility, and willingness to travel.
  • Influencing and relationship management skills.
  • Adaptable working approach with a clear focus on customer journey.
  • Good judgement and decision-making skills.
  • Strong commercial focus and analytical ability.
  • Understanding of GDPR principles and procedures.



Either 3rd Level qualification or equivalent work experience.



  • A proven track record in delivery of excellent customer service.
  • Good technical knowledge and understanding of key operational process and systems.



Dublin with occasional travel to Sligo in line with ESB's Smart working arrangements.


Reporting to

Payments Manager, Customer Operations, Electric Ireland.



€45,000- €53,000 per annum.



Closing Date

7th June 2023.


If you have any queries in relation to this job, please contact 26699, Option #3


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