ESB

ESB

About the Role Are you looking to begin or further your career in Customer Service? ESB Networks is seeking Customer Service Advisors to join our Customer Care Centre based in Wilton, Co. Cork. This is an excellent opportunity to develop your career with Ireland's leading energy utility while supporting electricity customers across the country. Our Customer Service Advisors support electricity customers throughout Ireland, dealing with and resolving a broad range of customer queries in a dynamic, high-volume environment. As part of a highly skilled, externally CCA accredited team, you will deliver first-class customer service across various customer channels including calls, emails, and application processing. Key Responsibilities Handle external and internal customer queries promptly and professionally across multiple communication channels Listen actively to customers to anticipate and understand their specific needs and concerns Take all necessary steps to satisfy customers' needs efficiently and accurately, communicating solutions through first contact resolution where possible Complete all tasks in a professional manner, consistently prioritising customers' needs while safeguarding their confidentiality Maintain the integrity of ESB Networks IT systems by completing all appropriate updates promptly and accurately Serve as the primary representative of ESB Networks to all customers you engage with, upholding company values and standards Process emergency and loss of supply calls with appropriate urgency and care Handle requests for new electricity supply connections and guide customers through the application process Process meter readings and manage related customer inquiries Address supplier-related queries and coordinate with relevant teams for resolution Schedule and manage work programmes in coordination with field operations Provide comprehensive support to electricity suppliers and trade partners Process applications for new connections, ensuring compliance with regulations and company procedures Support Pay As You Go Metering services and related customer needs Maintain detailed records of customer interactions and follow up on outstanding issues Collaborate with internal teams to escalate complex issues and ensure customer satisfaction Stay updated on industry regulations, company policies, and system changes Work Schedule Customer Service Advisors work 5 days per week on a full-time basis, totaling 36.25 hours per week (7.25 hours per day). Operating hours are between 7:30am-8pm, Monday through Saturday. Shift schedules are provided one month in advance, with flexibility to swap shifts where operationally feasible. Requirements Leaving Certificate qualification is essential Experience working in a customer-focused environment, preferably with a demonstrated track record of providing excellent customer service across various channels Excellent telephone interaction and communication skills with the ability to remain calm under pressure Strong IT and numeric skills, including proficiency with Microsoft Outlook and ability to learn new software systems High level of accuracy and attention to detail in all work activities Initiative and problem-solving skills with the ability to think critically and find solutions Ability to thrive in a fast-paced environment while maintaining quality standards Capacity to learn and apply new systems and procedures quickly and effectively Strong interpersonal skills and ability to work collaboratively within a team environment Flexibility to adapt to changing priorities and operational requirements Professional demeanor with excellent written and verbal communication skills Training and Development Successful candidates will receive a comprehensive onboarding experience including classroom training, on-the-job learning, and dedicated mentoring support. The first 6 months require full on-site attendance in line with our Customer Care Centre's learning and development procedures. Work Location and Flexibility Based in Wilton, Co. Cork, Ireland. Following successful completion of your probation period, you may be eligible for hybrid working arrangements (within the Republic of Ireland) on a 50/50 basis, combining workplace attendance with remote work options. All hybrid working arrangements are subject to ongoing review based on operational requirements and performance standards. Why Work With Us Opportunity to contribute to Ireland's transition to a net-zero carbon future Comprehensive career development through structured mentoring and training programmes Corporate Social Responsibility opportunities to make a positive community impact Active sports and social clubs for work-life balance Extensive networking opportunities across the organization Access to Credit Union services Generous pension scheme for long-term financial security Comprehensive staff well-being programmes and support services Generous parental leave entitlements supporting work-life integration Strong values-based and inclusive culture promoting diversity, equity and inclusion Collaborative team environment guided by Core Values: Courageous, Caring, Driven and Trusted Competitive compensation package and attractive benefits **About