Team Member, HR Support Centre

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

Benefits offered by this job

Generous parental leave entitlements

Staff well-being programmes

Sports and Social Clubs

Networking opportunities

Credit Union

Job summary

ESB, Ireland's leading energy utility, seeks a HR Support Centre team member based at its Dublin head office. The role supports employees and pensioners with HR processes, enabling self-service where appropriate and escalating complex cases to higher-level HR support.

The position offers hybrid working with in-person collaboration at least two days per week, reporting to the Team Leader, HR Support Centre, People Operations. Salary ranges €33,500–€40,200 per annum.

Qualifications

• 1–2 years' relevant work experience.
• Strong customer service and communication skills.
• Ability to provide accurate HR information professionally.
• Ability to work in a busy team environment and manage multiple tasks.

Responsibilities

• Act as the initial point of contact for HR-related queries and service requests from employees and pensioners.
• Log all queries using the MSM Marval ticketing system and maintain accurate records.
• Assist with processing HR service requests (Long Service Awards, Cycle to Work, Medical Benefits).
• Resolve general queries promptly using templates and redirect to self-service where possible.
• Collaborate with People Operations and HR teams to resolve complex queries.

Skills

Customer service

MS Office

HR policies

SAP PHR

SuccessFactors

Education

HR qualification or equivalent

Tools

SAP PHR

SuccessFactors

Job description

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Enterprise Services’ People Operations Team are responsible for the day-to-day delivery of people services across the employee lifecycle, from hire to retire. The HR Support Centre Team provides first-level support and information across a broad range of HR services and initiatives, helping employees and pensioners access clear, accurate and timely support.

As a HR Support Centre Team Member, you will act as an initial point of contact for HR-related queries and service requests, providing clear and concise support on HR processes and practices while contributing to an improved end-user experience.

In support of ESB’s strategic objectives, this role helps deliver efficient, consistent and customer-focused people services by supporting employees and pensioners, resolving routine HR queries, enabling self-service where appropriate, and working with HR colleagues to ensure queries are progressed and resolved effectively.

Key Responsibilities

• Act as the initial point of contact for HR-related queries and service requests from employees and pensioners, handling email, system and phone queries.
• Log all queries using the MSM Marval ticketing system and ensure records are maintained accurately.
• Assist with processing HR service requests, including Long Service Awards, Cycle to Work, Medical Benefits Claims and personal information updates.
• Resolve general queries promptly and accurately using agreed messaging and templates, redirecting employees to self-service where appropriate.
• Collaborate with People Operations, Business Units and Centres of Excellence to support resolution of more complex queries.
• Escalate unresolved queries to second- and third-level HR support, ensuring accurate information is provided to enable efficient resolution.
• Monitor query trends, identify opportunities for process or information improvement, and support the ongoing update of knowledge repositories and job aids.

Experience and Qualifications

• A minimum of 1–2 years’ relevant work experience.
• Strong customer service skills, including call or query handling experience.
• Ability to provide accurate, consistent and timely information on HR-related topics in a professional manner.
• Ability to work effectively in a busy team environment and manage multiple tasks at the same time.
• Excellent telephone manner, with strong interpersonal and communication skills.
• Strong MS Office skills, with a high degree of data accuracy and attention to detail.
• Knowledge of HR practice, policies, procedures and employment legislation along with SAP PHR or SuccessFactors experience would be an advantage.
• A HR qualification or equivalent relevant work experience is desirable.
• SAP PHR or SuccessFactors experience would be an advantage.

Location

This position will be based in ESB’s Head Office at Fitzwilliam 27, Dublin 2.

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 thejurisdictionwhere they have been employed, with attendance at the workplace for in-person collaborationat 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

The successful candidate will report to the Team Leader, HR Support Centre, People Operations, Enterprise Services.

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 programmes
• 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

€33,500 - €40,200 per annum (depending on experience)

Closing Date

18th September 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 prio r 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.