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

ESB; Cork; Hybrid; EUR 33,000 - 36,000; Full time

Benefits offered by this job

Hybrid working model

Generous pension

Staff well-being programmes

Parental leave entitlements

Job summary

ESB Networks in Wilton, Co. Cork, Ireland is seeking Customer Service Advisors to join the Customer Care Centre. You will handle calls, emails and applications, delivering first-class service in a high-volume environment.

The role starts on-site for 6 months, with the option to work remotely on a hybrid basis thereafter. Training, onboarding and mentoring are provided.

Ideal candidates have a Leaving Certificate and strong communication, IT and problem-solving skills.

Qualifications

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

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.

Skills

Customer service

Telephone skills

IT literacy

Attention to detail

Initiative

Problem solving

Adaptability

Teamwork

Outlook

Education

Leaving Certificate

Tools

Outlook

Job description

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 work 5 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 so 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
• Supplier related queries
• 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

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
• 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 - €36,000 per annum

Closing date

25/10/2026

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 People Promise

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.