Strategic Escalations & Complaints Case Manager

Irish Water; Cork; Hybrid; EUR 42,000 - 62,000; Full time

Job summary

Uisce Éireann is seeking a Complaints, Case Management and High-Profile Escalations Analyst within Customer Operations to support delivery of high-quality customer service for domestic and non-domestic customers.

Reporting to the Lead for Complaints, Case Management and Escalations, you will help implement the customer service strategy, monitor KPIs, manage escalations, FOI requests, and complaints while driving improvements to customer journeys and satisfaction.

Qualifications

• Minimum 3 years’ experience in the water, utilities or similar industries desirable.
• Experience with AI tools and technologies is desirable.
• Ability to develop and maintain effective partnerships with key stakeholders internally and externally.
• Strong analytical and problem-solving skills.
• Proven track record of delivering results in a team.

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 (e.g., PAF metrics).
• Support the management of and continually seek to improve the end-to-end customer complaints capability within Uisce Éireann, including processes around complaint classification and escalation.
• Governance over customer charter payment and goodwill gesture approvals, ensuring strict controls are in place and monitored.
• Work to continuously improve customer journeys, realising better Customer Experience and satisfaction scores.
• Generate regular reports on KPIs and present findings to the Customer Service and Complaints Resolution Lead.
• Participate in rollout of new/refined processes and training material.
• Support the delivery of CRU and other regulatory requirements in relation to complaints, escalations and FOI.
• Work with other functions to raise quality standards across the process and improve turnaround times.

Skills

Analytical skills

Stakeholder management

Communication

Problem solving

AI tools experience

Education

Relevant third level qualification or accreditation desirable

Job description

Uisce Éireann is seeking a Complaints, Case Management and High-Profile Escalations Analyst within Customer Operations to support delivery of high-quality customer service for domestic and non-domestic customers.

Reporting to the Lead for Complaints, Case Management and Escalations, you will help implement the customer service strategy, monitor KPIs, manage escalations, FOI requests, and complaints while driving improvements to customer journeys and satisfaction.