Customer Service Advisors, Cork (Permanent & Fixed Term Contract) 1

Electricity Supply Board; Cork; Hybrid; EUR 26,000 - 34,000; Full time

Benefits offered by this job

Hybrid working

Staff well-being programmes

Parental leave entitlements

Diversity & inclusion

Job summary

ESB Networks in Wilton, Co. Cork, Ireland, invites applications for Customer Service Advisors to join our busy Customer Care Centre, handling calls, emails and applications from customers nationwide.

Successful candidates will receive onboarding with classroom training, on-the-job learning and mentoring. Roles are full-time (36.25 h/w) or part-time (25 h/w), with on-site work for the first 6 months and a subsequent 50/50 hybrid option depending on performance and business needs.

Qualifications

• Leaving Certificate is essential.
• Experience in customer-focused environment with multiple channels.
• Excellent telephone interaction and communication skills.
• Good IT and numeric skills including Outlook.
• Accuracy and attention to detail.
• Ability to work in fast-paced environment and learn new systems.

Responsibilities

• Handling external and internal customer queries promptly and politely.
• Listening to customers to anticipate needs.
• Taking steps to satisfy customer needs and communicate first contact resolution.
• Maintaining confidentiality of customer information.
• Updating ESB Networks IT systems promptly and accurately.
• Representing ESB Networks to customers.

Skills

Excellent telephone interaction

Good IT skills (Outlook)

Accuracy and attention to detail

Initiative and problem solving

Customer service mindset

Education

Leaving Certificate

Tools

Outlook

Job description

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Customer Service Advisors, Cork (Permanent & Fixed Term Contract) 1

Vacancy Number: 29164

Category: Business Support, Customer Service (Entry)

Job Type: Full-time

Position Description

Are you looking to begin or further your career in Customer Service? ESB Networks is looking for a number of Customer Service Advisors to join our Customer Care Centre based in Wilton, Co. Cork.

Our Customer Service Advisors support electricity customers across Ireland, dealing with and resolving a broad range of customer queries, The Customer Service Advisor works as part of highly skilled, externally CCA accredited team that delivers first class customer service across various customer channels. This role is based in a busy, high-volume environment, supporting customers through calls, emails, and application processing.

Successful candidates will receive a comprehensive onboarding experience when they join the team, including classroom training, on-the-job learning and mentoring.

Shift Patterns

Customer Service Advisors are scheduled to work5 days per week.

• Full-time: 36.25 hours per week, 7.25 hours per day (x5), between 7:30am-8pm Monday-Saturday
• Part-time: 25 hours per week, 5 hours per day (x5), between 7:30am-8pm Monday - Saturday

Please note: training for full and part time contracts will be 36.25 hours a week for 5 weeks and then move to your contract specific hours.

Shifts/rotas are provided 1 month in advance, with the facility to swap shifts where feasible. Our onboarding requires the Customer Service Advisor to work fully on-site for the first 6 months, in line with the Customer Care Centre’s learning & development procedure.

Key Responsibilities

• Handling external and internal customer queries promptly and politely
• Listening to customers to anticipate and understand their needs
• Taking all necessary steps to satisfy customers’ needs efficiently and accurately and communicating this to the customer through first contact resolution where possible
• Completing all tasks in a professional manner, prioritising customers’ needs and safeguarding their confidentiality
• Maintaining the integrity of ESB Networks IT systems, by completing all appropriate updates promptly and accurately
• Fulfilling the role of the representative of ESB Networks to all the customers she/he engages with

The types of queries handled by the Advisor include:

• Emergency/Loss of supply calls
• Requests for a New Supply
• Meter Reading processing
• Scheduling and managing work programmes
• Supporting electricity suppliers
• Processing applications for new connections
• Pay As You Go Metering

Experience and Qualifications

• Leaving Certificate is essential
• Experience of working in a customer-focused environment, preferably with a track record of providing excellent customer service across various channels
• Excellent Telephone interaction/communication skills
• Good IT/numeric skills including use of Outlook
• Accuracy and attention to detail
• Initiative and problem-solving skills
• Ability to work in a fast-paced environment, with an ability to learn and apply new systems and procedures

Location
Wilton, Co. Cork, Ireland

Our onboarding requires the Customer Service Advisor to work fully on-site for the first 6 months, in line with the Customer Care Centre’s learning & development procedure.

Following this, the successful candidate, upon successful completion of probation, may work remotely (within the Republic of Ireland) on a hybrid working basis. The Customer Care Centre’s hybrid working model allows a mix of attendance in the workplace, with the option to work remotely (on a 50/50 basis). All hybrid working arrangements are subject to ongoing review and change, based on the operational requirements of the role and satisfactory performance.

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

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.