Customer Service Advisor [Out-of-hours team]

ESB; Cork; Sur place; EUR 33 000 - 40 000; Temps partiel

Avantages offerts par ce poste

Pension

Staff well-being programmes

Career development

Diversity & inclusion

Résumé du poste

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.

Responsabilités

• 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.

Connaissances

Telephone communication

Customer service

PC skills

Outils

Outlook

Description du poste

Position Description

As part of ESB Networks Customer Care Centre, the out of hours team provide 24 hour customer support to all electricity customers handling emergency no supply situations, working as part of highly skilled externally CCA accredited team that delivers first class customer service across various customer channels. The shift operating hours cover the period from 8pm to 8am Monday to Saturday, 1.30pm Saturday to 8am Monday and Bank/Board Holidays.

Position Description

As part of ESB Networks Customer Care Centre, the out of hours team provide 24 hour customer support to all electricity customers handling emergency no supply situations, working as part of highly skilled externally CCA accredited team that delivers first class customer service across various customer channels. The shift operating hours cover the period from 8pm to 8am Monday to Saturday, 1.30pm Saturday to 8am Monday and Bank/Board Holidays.

This is a permanent, 24-hour per week contract. There is a Shift Allowance associated with this role.

Our onboarding requires the Customer Service Advisor to work daytime hours, fully on-site for the first 6 months, in line with the Customer Care Centre’s learning & development procedure. Please note the first 6 weeks of training are full time hours:

36.25 hours per week, 7.25 hours per day (x5), between 7:30am-8pm Monday - Saturday.

Key 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

The types of contacts handled include:

• Emergency/Loss of supply calls
• Networks General Enquiry services

Experience And 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

Location

This position will be based in Wilton, Co. Cork.

Reporting To

NCCC Team Lead.

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

€33,000 - €40,000 per annum.

Closing Date

22nd October 2026

Interview

Candidates who are shortlisted for interview will complete a Behavioural Interview based on each of the following Behaviours, which underpin how we work at ESB and are critical to delivering our strategy:

• Accountable and Ethical
• Collaborative
• Growing and Adaptive
• Proactive
• Respectful and Supportive

More information available on Our Behaviours SharePoint site

Notes

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.