Complaints, Case Management and High Profile Escalations Analyst

Uisce Éireann; Cork, Dublin; On-site; EUR 42,000 - 64,000; Full time

Job summary

Uisce Éireann is seeking a Complaints, Case Management and High-Profile Escalations Analyst to support customer service operations. The role focuses on case management, complaints handling, and administration within a regulated environment, contributing to improved customer outcomes.

The role will engage with frontline advisers, monitor escalation metrics, and help implement process improvements and regulatory requirements related to FOI and complaints handling.

Qualifications

• Relevant third level qualification and/or accreditation is desirable.
• 3+ years’ experience in water, utilities or similar industries is desirable or relevant.
• Experience working with AI tools and technologies is desirable.
• Ability to develop and maintain effective partnerships with key stakeholders internally and externally.
• Proven track record with handling complex issues and delivering results.

Responsibilities

• Support the implementation of the strategy for the Customer Service function.
• Support the implementation of KPIs to ensure quality and consistent performance of the Customer service team.
• Support the management of and continual improvement of the end-to-end customer complaints capability within Uisce Éireann.
• Governance over customer charter payment and goodwill gesture approvals, ensuring controls are in place.
• Work to continuously improve customer journeys and satisfaction scores.
• Generate regular reports on KPIs and present findings to leadership.

Skills

Stakeholder management

Analytical thinking

Communication skills

Education

Third level qualification

Tools

CRM systems

AI tools

Job description

We are Uisce Éireann. Every day, we are responsible for the delivery of secure, safe, and sustainable water services for the people of Ireland. As Ireland’s national regulated water utility, our vision is a sustainable Ireland where water is respected and protected, for the planet and all the lives it supports.

Our purpose at Uisce Éireann is to rise to the challenge of delivering transformative water services that enable communities to thrive. That means we are proud to take on the responsibility of protecting our water supply and passing on a safe and secure water system to a rapidly growing population and empowering Ireland’s social and economic growth.

We are passionate about empowering our people, enabling them to make a positive impact on communities across Ireland. We are guided by a shared vision and purpose, grounded in values that define who we are and shape how we work, where we deliver for customers and communities, we work better together, we do the right thing, we aim high, and we keep each other safe. Our behaviours define how we interact, communicate, and succeed together. These values and behaviours apply to each one of us, across every role, location, and level.

Our goal is to attract and develop skilled and talented people from diverse backgrounds, who bring a dynamic range of expertise and insights to our work. With a strong, values-driven workforce, we ensure Uisce Éireann can continue advancing Ireland’s water services and meeting the needs of the communities we serve for generations to come.

The Role:

Customer Operations develop, deliver, and support excellent customer experience and service to both domestic and non-domestic customers within a regulated industry. Customer Operations is responsible for managing the customer relationship with the Customer Contact Centre, ensuring timely and accurate customer billing services and effectively implementing the Uisce Eireann customer strategy.

The Customer Service team will be accountable for managing and providing efficient and optimal customer service via a range of channels. This includes development and management of differentiated customer channels through which customers can engage with Uisce Éireann, providing contact and complaints management services to Domestic, Mixed Use, Small to Medium Enterprise (SME) customers and to Industrial and Commercial (I&C) customers.

Reporting to the Complaints, Case Management and High-Profile Escalations Lead, the Complaints, Case Management and High-Profile Escalations Analyst will be responsible for supporting the management of aspects of customer service for UÉ including customer case management, complaints management and customer administration.

Main Duties and Responsibilities:

• Support the implementation of the strategy for the Customer Service function
• Support the implementation of KPIs to ensure quality and consistent performance of the Customer service team (e.g., PAF metrics)
• Support the team track performance levels regarding all Escalations, Complaints, FOI and HP Complaints for non-domestic and domestic customers
• Support the management of and continually seek to improve the end-to-end customer complaints capability within Uisce Éireann, including the processes around complaint classification and escalation
• Governance over customer charter payment and goodwill gesture approvals, ensuring strict controls are in place and monitored.
• Work to continuously improve customer journeys, thus realising better Customer Experience resulting in improved Customer Satisfaction scores
• Support the management of the Customer Experience team to monitor and analyse customer satisfaction through available escalation/complaint tools and survey results, identify operational improvement opportunities, create business case recommendations and implement approved changes proactively and regularly
• Participate in rollout of new/refined processes and training material
• Support the delivery of CRU and other regulatory requirements in relation to complaints, escalations and FOI.
• Support the management contact quality programme and conduct regular voice of the customer sessions with front line advisors
• Work to reduce silos across the organisation to support improved turnaround times and customer outcomes for complaints, escalations and HP Complaints/FOI.
• Work with other functions to raise quality standards across the process and improve the quality and turnaround times of customer issues.
• Handle escalated customer enquiries and complaints, ensuring timely and satisfactory resolutions
• Generate regular reports on KPIs and present findings to the Customer Service and Complaints Resolution Lead.
• Participate in the customer service industry network to understand emerging initiatives, benchmark performance where applicable and position Uisce Éireann as a customer service reference point within the Irish utility group
• Support the on call rota if required.

General Duties and Responsibilities

• Collaboration with key internal stakeholders across the UÉ business
• Responsible for promoting and delivering health and safety commitments across UÉ and its supply chain, reinforcing positive behaviours and delivering health and safety objectives and requirements to the highest industry standards
• Support the delivery of the Uisce Éireann Transformation Programme, driving results required within the Directorate and supporting organisation-wide objectives
• Conducts duties and responsibilities in accordance with Uisce Éireann’s Information Security policies, standards, processes and controls to protect the confidentiality, integrity and availability of UÉ business information and delivery of critical services, in accordance with the NIS Directive and any other relevant cybersecurity regulation
• Other duties as required

Knowledge, Skills and Experience:

• Relevant third level qualification and or accreditation is desirable
• A minimum of 3 years’ experience in the water, utilities or similar industries is desirable and or relevant experience
• Experience working with AI tools and technologies is desirable.
• Ability to develop and maintain effective partnerships with key stakeholders internally and externally
• Proven track record with dealing with complex issues, proactively and in a timely fashion along with the ability to communicate information to others
• Highly motivated individual, working to the highest professional standards and with proven ability to deliver results within a team.
• Strong analytical skills and ability to identify and analyse problems and potential improvements, and propose and implement solutions
• Demonstrate adaptability and the ability to change focus and direction in line with business strategy and requirements
• Proactively identifying new areas of improvement and using newly gained knowledge and skill on the job
• Experience in taking ownership of safety responsibilities and contributing to continuous improvement initiatives.

The closing date for receipt of applications for this vacancy is 23rd September 2026.

Please note that applications submitted after this closing date will not be accepted.

*Successful external candidates will be offered a salary within the advertised range based on an assessment of their relevant skills, qualifications, experience and readiness to undertake the responsibilities of the role.

Internal candidates will be considered in line with the application of Uisce Éireann's Pay Model and associated pay policies.

The salary range is designed to recognise that successful candidates may join the organisation at different stages in their career, while also providing scope for future salary progression as capability and experience develop.

Uisce Éireann is an equal opportunities employer.

We are committed to providing a diverse and inclusive place of work and have a robust strategy and framework called ibelong to enable this. We are an equal opportunity employer and through our recruitment process we welcome and encourage applications from interested and suitably qualified individuals regardless of gender, age, racial or ethnic origin, membership of the traveller community, religion or beliefs, family or civil status, sexual orientation/gender identity or disability.