Energy Care Advisor — End-to-End Customer Support

Electricity Supply Board; Dublin; Hybrid; EUR 34,000 - 40,000; Full time

Job summary

Electricity Supply Board in Dublin is seeking a Customer Care Energy Advisor to take end-to-end ownership of customer interactions across phone, email and other channels. You will resolve billing and service queries, investigate issues, and collaborate with internal teams to resolve complex cases with focus on accuracy, compliance and customer satisfaction.

The role supports a rotating shift and hybrid working arrangements, with onboarding in Ireland and opportunities to impact energy

Qualifications

• Minimum of 12 months’ experience in a customer-facing or service-orientated environment.
• Experience handling customer calls and resolving enquiries effectively, while maintaining high levels of customer satisfaction.
• Confidence working with systems (Outlook, Teams, Excel) and managing customer data.
• Strong written and verbal communication skills.
• Ability to manage time efficiently and prioritise work.
• Experience in billing, credit control and/or market messaging
• Experience working in energy / utilities, banking, or call centre environments
• Proficiency / fluency in the Irish (Gaeilge) language, spoken and written, would be an advantage

Responsibilities

• Take end-to-end ownership of customer interactions across phone, email and other supported channels.
• Resolve queries spanning billing, payments, account management, and service-related issues.
• Investigate customer issues thoroughly, using available systems and information to identify root causes.
• Collaborate with internal teams or external partners to resolve more complex cases when required.
• Ensure all customer interactions meet required quality, accuracy, data protection and compliance standards.
• Identifying recurring themes, inefficiencies, or customer pain points and contribute ideas for improvement.
• Adapt to evolving systems, tools, and processes as the operating model develops.
• Handle complaints and escalations fairly, calmly and promptly, seeking specialist support where the issue exceeds role authority.
• Support customers experiencing affordability challenges by listening without judgement, explaining available options, and following approved debt, vulnerability and customer-support processes.
• Participate in and support a rotating shift pattern, ensuring the consistent delivery of services and operational support across agreed working hours.

Skills

Customer service

Communication

Time management

Adaptability

Tools

Outlook

Microsoft Teams

Excel

Job description

Electricity Supply Board in Dublin is seeking a Customer Care Energy Advisor to take end-to-end ownership of customer interactions across phone, email and other channels. You will resolve billing and service queries, investigate issues, and collaborate with internal teams to resolve complex cases with focus on accuracy, compliance and customer satisfaction.

The role supports a rotating shift and hybrid working arrangements, with onboarding in Ireland and opportunities to impact energy