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Customer Service Advisor

 
 
Vacancy Number:  12174
Customer Service
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 

 

  • The Customer Service Advisor will join ESB Networks Customer Experience Team providing customer support to all electricity customers. Customer Service Advisors deal with a broad range of work including dealing with customer queries, emergency and no supply situations, scheduling and managing work programmes, Pay As You Go metering processes, supporting electricity suppliers, new connections and general enquiries. In this role the Customer Service Advisor works as part of highly skilled externally CCA accredited team that delivers first class customer service across various customer channels.
  • The Customer Service Advisor Position is a Full-Time (36.25 Hour) Position. 

 

 

Key Responsibilities

 

  • Handling external and internal customer queries promptly and politely
  • Listening to customers to anticipate/understand their needs
  • Taking all necessary steps to satisfy customers’ needs efficiently and accurately and communicating this to the customer
  • Confirming that customer understands and is satisfied with outcome of the query
  • Completing all tasks in a professional manner, prioritising customers’ needs and safeguarding their confidentiality
  • Maintaining the integrity of ESB’s IT systems, by completing all appropriate updates promptly and accurately
  • Fulfilling the role of the representative of ESB to all the customers she/he engages with

 

The types of queries handled by the Advisor include:

 

  • Emergency/Loss of supply calls
  • Networks General Enquiry services
  • Requests for a New Supply
  • Meter Reading processing
  • Supplier related queries
  • Processing ESB Networks payments
  • Scheduling and managing work programmes
  • Supporting electricity suppliers
  • Processing applications for new connections
  • Pay As You Go Metering
  • Administration

 

 

Knowledge, Skills and Experience

 

Essential

 

  • Excellent Telephone interaction/communication skills
  • Experience of working in a customer focused environment
  • Good PC/numeric skills including use of Outlook
  • Accuracy and attention to detail
  • Ability to learn and apply new systems and procedures
  • Initiative and problem-solving skills

 

 

Qualifications

           

Leaving Certificate or relevant work experience is essential.

 

 

Location            

 

Co Cork, Ireland 

 

 

Reporting to     

 

Team Leader

 

 

If you have any queries in relation to this job, please contact recruitment@esb.ie

 

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