Customer Service Advisor [Out-of-hours team] 1

Electricity Supply Board; Cork; À distance; EUR 18 000 - 24 000; Temps partiel

Avantages offerts par ce poste

Shift allowance

Résumé du poste

Electricity Supply Board is seeking a Customer Service Advisor for the Out-of-hours team to deliver 24/7 support for emergency no-supply situations from Wilton, Cork. The role is part-time, 24 hours per week, with initial on-site training and shift allowances.

You will handle inbound queries, listen to customers, verify outcomes, protect confidentiality and work with Dispatch Centres to resolve issues promptly, while maintaining ESB systems and delivering high-quality service across channels.

Qualifications

• Excellent telephone communication.
• Experience 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

• Handle inbound Emergency & No Supply queries promptly and politely.
• Listen to customers to anticipate/understand their needs.
• Take 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 experience

Attention to detail

Learning new systems

Outils

Outlook

Description du poste

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Customer Service Advisor [Out-of-hours team] 1

Vacancy Number: 29172

Category: Business Support, Customer Service (Entry)

Job Type: Part-time

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:

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.

Why Work with Us?

• Opportunity to lead Ireland’s transition tonet zero carbon future
• Career developmentthrough mentoring andtraining
• Corporate Social Responsibility Opportunities
• Sports and Social Clubs
• Networking opportunities
• Credit Union
• 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

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:

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.

Diversity, Equity and Inclusion Statement

ESB is committed to being an equal opportunities employer. We welcome applications from all sections of society and ensure that no one is discriminated against on the grounds of race, religion or belief, ethnicity or nationality, disability, age, citizenship, marital status, domestic or civil partnership status, sexual orientation or gender identity, or any other basis as protected by law.

Applicants who anticipate requiring assistance or reasonable accommodations for any part of the application or interview process may contact, in confidence, [e-mail].

About ESB

Join us in our mission to achieve a net-zero electricity system by 2040. ESB is Ireland’s leading energy utility, with activities spanning electricity generation, transmission and distribution, energy supply, energy services and international consultancy. Operating in Ireland, Northern Ireland and Great Britain, we invest over €1 billion each year to deliver a new energy future based on reliable, affordable zero-carbon electricity.