24/7 Emergency Customer Advisor (Out-of-Hours)

ESB; Cork; On-site; EUR 33,000 - 40,000; Part time

Benefits offered by this job

Pension

Staff well-being programmes

Career development

Diversity & inclusion

Job summary

ESB Networks’ Customer Care Centre in Wilton, Cork seeks a Customer Service Advisor for a permanent 24‑hour‑per‑week contract. The role handles emergency no‑supply queries from 8pm to 8am and 1.30pm Saturday to 8am Monday with on‑site onboarding. Training is full‑time for 6 weeks, then 36.25 hours weekly.

Key duties include handling urgent calls, guiding customers to outcomes, protecting confidentiality and liaising with Dispatch Centres. Applicants should have strong communication and IT skills.

Qualifications

• 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.

Responsibilities

• Handling inbound Emergency & No Supply 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 Networks to all customers via a variety of customer contact channels.
• Real time liaison with Dispatch Centres as required.
• Processing Networks customer related transactions as required.

Skills

Telephone communication

Customer service

PC skills

Tools

Outlook

Job description

ESB Networks’ Customer Care Centre in Wilton, Cork seeks a Customer Service Advisor for a permanent 24‑hour‑per‑week contract. The role handles emergency no‑supply queries from 8pm to 8am and 1.30pm Saturday to 8am Monday with on‑site onboarding. Training is full‑time for 6 weeks, then 36.25 hours weekly.

Key duties include handling urgent calls, guiding customers to outcomes, protecting confidentiality and liaising with Dispatch Centres. Applicants should have strong communication and IT skills.