Customer Service Coordinator

GMC Utilities Group; Dublin; Híbrido; EUR 38.000 - 52.000; Jornada completa

Descripción de la vacante

GMC Utilities Group in Ireland is seeking a Customer Experience Coordinator to support and strengthen the relationship with Gas Networks Ireland. The role focuses on stakeholder engagement, communications, events, and customer experience initiatives across the GNI contract.

You will work closely with the Head of Contract and key stakeholders to develop engagement plans, promote GMC achievements, and support continuous improvement in customer experience across the contract.

Formación

• Excellent verbal and written communication skills required.
• Strong interpersonal and relationship-building abilities.
• Experience managing customer complaints professionally.
• Organised with ability to manage multiple priorities and keep records.
• Experience using CRM or customer management systems.

Responsabilidades

• Engage with Head of Contract and GMC stakeholders to strengthen client relations.
• Develop and maintain a stakeholder engagement plan for regular interaction with GNI.
• Coordinate communications and promote GMC achievements internally and externally.
• Plan, coordinate, and manage corporate and stakeholder events for the contract.
• Monitor customer experience trends and support continuous improvement.

Conocimientos

Communication skills

Interpersonal skills

Organisational skills

Attention to detail

CRM experience

Educación

Degree in Business/Customer Service/Communications or related

Herramientas

Microsoft Office

Outlook

Word

Excel

Teams

Descripción del empleo

Are you looking to become part of a collaborative team whilst maximising your potential to grow and develop within your career? Apply today.

The Role

GMC are currently looking for a Customer Experience Coordinator to join our team.

The Customer Experience & Stakeholder Engagement Coordinator will play a key role in supporting and strengthening the relationship between GMC Utilities Group and Gas Networks Ireland (GNI). Working closely with the Head of Contract and key stakeholders across both organisations, the successful candidate will develop a thorough understanding of GMC's operations while identifying opportunities to enhance engagement, improve communications, promote achievements, and support a positive working relationship with the client.

The role will be responsible for managing stakeholder engagement initiatives, coordinating contract-related events, promoting GMC's achievements internally and externally, and supporting customer experience activities across the Gas Networks Ireland contract.

Key Duties and Responsibilities will include but are not limited to:

Client & Stakeholder Engagement

• Work closely with the Head of Contract and GMC stakeholders to develop and strengthen GMC's relationship with Gas Networks Ireland.
• Develop a comprehensive understanding of GMC's operations, people, and service delivery across the GNI contract.
• Build and maintain positive relationships with key GNI personnel and stakeholders.
• Develop and maintain a stakeholder engagement plan to ensure regular interaction with relevant GNI representatives.

Communications & Brand Promotion

• Identify opportunities to promote GMC Utilities Group and the achievements of its employees through internal and external communications channels.
• Coordinate social media content relating to the GNI contract, ensuring compliance with both GMC and client requirements.
• Work with operational teams to develop positive project and site-based promotional stories that showcase GMC's performance and achievements.
• Promote a positive image of GMC Utilities Group through all communications and engagement activities.

Awards & Recognition

• Work collaboratively with Gas Networks Ireland on their quarterly "Above and Beyond" awards programme.
• Coordinate nominations and submissions recognising the achievements of GMC employees.
• Promote award successes and key achievements across both organisations.
• Support the development of internal recognition initiatives that reinforce GMC's values and culture.

Events Management

• Plan, coordinate, and manage all corporate and stakeholder events associated with the Gas Networks Ireland contract.
• Organise event logistics including invitations, attendee management, venues, layouts, presentations, schedules, and communications.
• Ensure events are delivered professionally and support the strengthening of GMC's client relationships.

Employee Engagement

• Support initiatives that contribute positively to employees' working experience and work-life balance.
• Promote staff achievements and encourage participation in engagement activities.

Customer Experience & Complaints Management

• Engage with GMC's Customer Department to identify significant or high-profile customer complaints relating to the contract.
• Coordinate with relevant stakeholders to ensure issues are investigated and resolved effectively.
• Facilitate communication between operational teams, customer service teams, and client representatives where required.
• Monitor trends and provide recommendations to support continuous improvement in customer experience.

Meetings & Reporting

• Attend GMC and Gas Networks Ireland meetings as required.
• Represent GMC professionally, ensuring consistent messaging and factual communication at all times.
• Prepare reports, presentations, and updates relating to stakeholder engagement, customer experience, communications activities, and events.
• Identify opportunities for continuous improvement and present recommendations to contract leadership.

The Candidate: Required Experience and Competencies:

• Previous experience in a customer service, customer experience, complaints handling, administration, or coordination role.
• Excellent verbal and written communication skills.
• Strong interpersonal and relationship-building abilities.
• Experience managing customer complaints and difficult conversations professionally.
• Excellent organisational skills with the ability to manage multiple priorities.
• Strong attention to detail and record-keeping abilities.
• Proficiency in Microsoft Office Suite, including Outlook, Word, Excel, and Teams.
• Ability to work collaboratively with operational and field-based teams.
• Experience within utilities, infrastructure, construction, telecommunications, or civil engineering sectors.
• Understanding of customer service standards within regulated utility environments.
• Experience using CRM or customer management systems.
• Third-level qualification in Business, Customer Service, Communications, or a related discipline.

Become a part of something bigger.

At the heart of GMC is our people, from engineers through to customer service and we aim to work collaboratively towards our common goals.

GMC is an equal opportunity employer, and we aim to recruit and retain like-minded people from diverse backgrounds with a wide range of expertise. If you require any specific accommodations, we will make every reasonable effort to support you throughout the recruitment and selection process. Please contact us at [e-mail].

In GMC we foster a work culture that promotes collaboration and learning, building an environment where our people have the capacity to maximise their potential whilst gaining the opportunity to continuously develop.

Our Future.

Since the founding of GMC in 1981 by Gerry McCloskey, GMC has grown to be Ireland's leading Civils and Utilities company and the future for GMC is bright. We have engaged with our staff and other stakeholders to agree and publish our core values.

One of our core values is to "Focus on the Future".

Our growth to date reflects the confidence that our customers have in our service delivery, in the innovative approach that we bring to how we do our work, and to our culture of safety and quality.

We have ambitious plans to develop our footprint in Ireland and overseas but understand that every decision we make contributes to people's quality of life throughout generations, and we don't take that responsibility lightly as we build Ireland's infrastructure of tomorrow, today..