Specialist Team Member, Customer Contact Centre Systems & Logistics Team (Permanent and Fixed Term)

Position Description 

The role of Team Member in the Logistics Team is to support NCCC (National Customer Contact Centre), SSC (Scheduling Support Centre) and New Connections. The Specialist Team Member deals with a broad range of work including forecasting and scheduling customer demand across a variety of channels, resource demand and forecasting to meeting our KPI’s with the customer, real time desk management, reporting, data analytics, and systems support. The systems to be supported include all of the applications used to maintain business continuity for the contact centre as well as customer facing applications such as IVR (Interactive Voice Recognition), and digital platforms such as customer applications and services on the ESB Networks website. The role of the Specialist is to provide innovative solutions to complex issues in specialised areas through use of their in-depth (internal and/or external) knowledge and experience. 

Reporting to the Logistics Manager, the Specialist will be the digital, data and contact centre technology specialist for NCCC, SSC and New Connections

Key Responsibilities

• Supports a strong safety, quality, and performance culture
• Troubleshooting and issue resolution for all Contact Centre systems. Handling and resolving queries professionally and efficiently.
• Ensure all contact centre systems are operational 24/7 and manage and support the specific contact centre systems and explore system functional enhancement opportunities and plan for and support technical upgrades
• Review and ensure customer channels (telephony, email, webchat, social media, digital applications/portals, etc) are adequately supported through both capacity and capability of internal resources.
• Provide contact centre technical systems advice and support and serve as best practice for internal stakeholders in the Customer Experience teams.
• Building an in-depth knowledge of and implementing the policies, procedures and guides key to the operation of the contact centre Logistics team
• Input into changes and reviews of contact centre policies, procedures and guides and system improvements
• Contact Centre subject matter expert on NCCC systems, and wider ESB Networks projects which impact NCCC, maintaining the integrity of all data in contact centre systems
• Ensuring timely, accurate, and appropriate recording and reporting, including use of data analysis tools and applications to support this.
• Input into developing, implementing, managing, and executing business processes and the provision of excellent customer service to both internal & external stakeholders.
• Interpret internal or external business issues which are affecting the Contact Centre KPI’s and recommend solutions/best practice
• Ensure Contact Centre KPI’s are met with effective utilisation of resources with effective monitoring and management of all customer channels
• Support testing and implementation of new initiatives, occasionally out of hours.

Experience and Qualifications

Essential

• Excellent communication skills 
• Ability to work as part of a team.
• Experience of working in a customer focused environment 
• Excellent IT skills with competence of all Office applications   
• Ability to learn and apply new systems and procedures  
• Good analytical and problem-solving skills

Desirable

• Knowledge of all systems in use in the logistics team
• Previous experience in a similar role
• Relevant qualifications

Location

This position is based in ESB Networks, Sarsfield Road, Wilton, Cork. Occasional travel may also be required.

ESB is committed to offering flexibility in ways of working and we call that Smart Working – combining digital tools with a culture of trust and empowerment to enable flexible and remote ways of working.

The successful candidate may combine remote / smart working within the jurisdiction, with attendance at base for in-person collaboration, the frequency of which is agreed with the manager and subject to ongoing review.

ESB is one of the founding members of The Remote Alliance – a new initiative established by the social enterprise Grow Remote. Working with other like-minded members, we’ve committed to developing solutions that will ensure remote and hybrid working can become a sustainable part of our business. The Remote Alliance - Grow Remote

Reporting To

The role will report to the NCCC Logistics 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

€41,000 - €48,000 per annum

Closing Date

16th of June, 2026

• Your application will be held in reserve for 6 months should you be suitable for the role.
• The successful candidate will be required to evidence their right to work in the Republic of Ireland prior to commencement of employment.