Escalations & Complaints Analyst – Case Management

Uisce Éireann; Cork, Dublin; On-site; EUR 42,000 - 64,000; Full time

Job summary

Uisce Éireann is seeking a Complaints, Case Management and High-Profile Escalations Analyst to support customer service operations. The role focuses on case management, complaints handling, and administration within a regulated environment, contributing to improved customer outcomes.

The role will engage with frontline advisers, monitor escalation metrics, and help implement process improvements and regulatory requirements related to FOI and complaints handling.

Qualifications

• Relevant third level qualification and/or accreditation is desirable.
• 3+ years’ experience in water, utilities or similar industries is desirable or relevant.
• Experience working with AI tools and technologies is desirable.
• Ability to develop and maintain effective partnerships with key stakeholders internally and externally.
• Proven track record with handling complex issues and delivering results.

Responsibilities

• Support the implementation of the strategy for the Customer Service function.
• Support the implementation of KPIs to ensure quality and consistent performance of the Customer service team.
• Support the management of and continual improvement of the end-to-end customer complaints capability within Uisce Éireann.
• Governance over customer charter payment and goodwill gesture approvals, ensuring controls are in place.
• Work to continuously improve customer journeys and satisfaction scores.
• Generate regular reports on KPIs and present findings to leadership.

Skills

Stakeholder management

Analytical thinking

Communication skills

Education

Third level qualification

Tools

CRM systems

AI tools

Job description

Uisce Éireann is seeking a Complaints, Case Management and High-Profile Escalations Analyst to support customer service operations. The role focuses on case management, complaints handling, and administration within a regulated environment, contributing to improved customer outcomes.

The role will engage with frontline advisers, monitor escalation metrics, and help implement process improvements and regulatory requirements related to FOI and complaints handling.