Senior Team Member - Pay As You Go (18-Month Fixed-Term Contract)

Electricity Supply Board; Dublin; Hybrid; EUR 42,000 - 49,000; Full time

Benefits offered by this job

Hybrid work model

Parental leave entitlements

Staff well-being programs

Diversity and inclusion

Job summary

Electric Ireland is seeking an experienced Pay As You Go professional to join the Customer Solutions team in Dublin. The Senior Team Member will manage PAYG accounts, debt and payments, and ensure accurate, compliant operations across residential and SME customers.

You will reconcile transactions, resolve queries, support process improvements, and work with partners to meet regulatory requirements. Hybrid working with two days in the office, 18-month fixed-term contract.

Qualifications

• Minimum 2 years' PAYG or prepayment operations experience.
• Experience with PAYG, billing, CRM or financial systems to review transactions.
• Strong communication and ability to explain account information clearly.
• Attention to detail and accuracy with financial data.
• Ability to manage multiple tasks in a fast-paced environment.
• Familiar with energy utilities and regulatory obligations.

Responsibilities

• Apply PAYG experience to manage day-to-day residential and SME accounts.
• Manage PAYG debt and credit activity following policies and regulations.
• Resolve customer queries across channels, including top-ups and billing.
• Maintain PAYG records in billing and CRM systems and investigate discrepancies.
• Support team KPIs with reports and data analysis.
• Collaborate with internal and partner stakeholders on PAYG activities.
• Assist in training and development of team members.

Skills

PAYG experience

Debt management

Customer accounts

CRM systems

Excel

Outlook

Communication

Attention to detail

Tools

SAP

Billing systems

CRM

Job description

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Senior Team Member - Pay As You Go (18-Month Fixed-Term Contract)

Vacancy Number: 29213

Category: Customer

Job Type: Temporary Full-time

Position Description

This is an opportunity for an experienced Pay as You Go (PAYG) professional to join Electric Ireland’s Customer Solutions team. The role requires practical PAYG experience and a strong understanding of prepayment customer accounts, meter-related processes, payments and debt management. You will help deliver accurate, compliant and customer-focused PAYG operations across residential and small and medium-sized enterprise (SME) accounts.

The role contributes to ESB’s strategic objectives by supporting responsible debt management, sustainable revenue collection and positive customer outcomes. Drawing on your PAYG experience, you will help ensure that operational and compliance activities are delivered in line with internal policies, market rules and regulatory requirements.

You will use your PAYG knowledge to reconcile and monitor customer accounts and financial transactions across billing and customer relationship management (CRM) systems; investigate anomalies; resolve payment, vending, billing and account queries; and maintain effective controls. Working with colleagues, service partners and other stakeholders, you will also identify practical process improvements and support the continued development of PAYG services as customer, regulatory and business needs evolve.

Key Responsibilities

• Apply hands-on PAYG experience to manage day-to-day activities across residential and SME customer accounts.
• Manage PAYG debt and credit activity in line with agreed policies, customer protections and regulatory requirements.
• Resolve customer queries and complaints across service channels, including issues relating to top-ups, payments, meters, billing and account balances.
• Maintain accurate PAYG customer records across billing and CRM systems, investigating account or transaction discrepancies and progressing them to resolution.
• Support the delivery of team KPIs, including preparation of reports, dataextractsand analysis.
• Liaise with internal stakeholders and outsourced partners to support effective PAYG activities.
• Support the PAYG Team Lead in a step-up capacity
• Assistin thetraining and development of team members

Experience and Qualifications

• Minimum 2 years' practical experience in Pay as You Go or prepayment operations is essential. This should include experience working with PAYG customer accounts and a sound understanding of payments or top-ups, meter-related processes, billing, debt or credit activity, and account reconciliation.
• Experience using PAYG, billing, CRM or financial systems to review transactions, identify discrepancies and progress issues to resolution.
• Clear and respectful communication skills, with the ability to explain account information and support customers who may have differing needs or circumstances.
• Good attention to detail and ability to work accurately with financial and customer data.
• Ability to manage multiple tasks and meet deadlines in a fast-paced operational environment.
• Comfortable working with systems and reports (e.g.SAP,billingor finance systems).
• Proficient in Microsoft Office, particularly Excel and Outlook.
• Experience in energy supply, regulated utilities, credit control or high-volume customer operations.
• Knowledge of customer protection requirements, market rules or regulatory obligations relevant to prepayment services.

Location

This position will be based in Electric Ireland, Swift Square, Santry, Dublin.

Smart Working at ESB is designed to make ‘in-person’ time together as purposeful as possible while also enabling the effective use of digital tools and hybrid arrangements to preserve our commitment to flexibility. The successful candidate may work flexibly within the jurisdiction where they have been employed, with attendance at the workplace for in-person collaboration at least two days per week. All Smart Working arrangements are subject to regular review based on the operational requirements of the role, the team, and the business.

Reporting To

Pay as You Go Team Lead

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 programs
• 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

€41,500 - €48,800 per annum (depending on experience)

Closing Date

3rd November 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:

• 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.