Complaints, Case Management and High-Profile Escalations Coordinator

Overview

Supports complaints, case management and high‑profile escalations for water utility customers.

Key Responsibilities

• complaint management
• kpi support
• customer experience
• escalation handling
• regulatory compliance
• information security

Tasks

Participate in rollout of new/refined processes and training material Striving for quality and ensuring consistent high standards of work Work to continuously improve customer journeys, thus realising better Customer Experience resulting in improved Customer Satisfaction scores Support the implementation of KPIs to ensure quality and consistent performance of the Customer service team (e.g., complaints resolution target of >80%) Support the management of the end-to-end customer complaints capability within Uisce Éireann, including the processes around complaint classification and escalation Customer Operations develop, deliver, and support excellent customer experience and service to both domestic and non-domestic customers within a regulated industry. Customer Operations is responsible for managing the customer relationship with the Customer Contact Centre, ensuring timely and accurate customer billing services and effectively implementing the Uisce Eireann customer strategy. Participate in the customer service industry network to understand emerging initiatives, benchmark performance where applicable and position Uisce Éireann as a customer service reference point within the Irish utility groupSupport the on call rota if required. Support the delivery of the Uisce Éireann Transformation Programme, driving results required within the Directorate and supporting organisation-wide objectives. Conducts duties and responsibilities in accordance with Uisce Éireann’s Information Security policies, standards, processes and controls to protect the confidentiality, integrity and availability of UÉ business information and delivery of critical services, in accordance with the NIS Directive and any other relevant cybersecurity regulation. The Customer Service team will be accountable for managing and providing efficient and optimal customer service via a range of channels. This includes development and management of differentiated customer channels through which customers can engage with Uisce Éireann, providing contact and complaints management services to Domestic, Mixed Use, Small to Medium Enterprise (SME) customers and to Industrial and Commercial (I&C) customers. Collaboration with key internal stakeholders across the UÉ business Handle escalated customer enquiries and complaints, ensuring timely and satisfactory resolutions Work with other functions to raise quality standards across the process and improve the quality and turnaround times of customer issues. Proactively identifying new areas of learning and using newly gained knowledge and skills on the job Reporting to the Complaints, Case Management and High Profile Escalations Lead, the Complaints, Case Management and High Profile Escalations Coordinator will support the management of aspects of customer service for UÉ including customer case management, complaints management and customer administration. Support the management of the Customer Experience team to monitor and analyse customer satisfaction through available escalation/complaint tools and survey results, identify operational improvement opportunities, create business case recommendations and implement approved changes proactively and regularly Support the delivery of CRU and other regulatory requirements in relation to complaints, escalations and FOI. Responsible for promoting and delivering health and safety commitments across UÉ and its supply chain, reinforcing positive behaviours and delivering health and safety objectives and requirements to the highest industry standards. Support the management contact quality programme and conduct regular voice of the customer sessions with front line advisors Support the team track performance levels regarding all Escalations, Complaints, FOI and HP Complaints for non-domestic and domestic customers

Requirements

• ms office
• degree
• water utilities
• 1 year
• safety
• proactive

What You Bring

Proactive, with ability to work on own initiative and with others to ensure success in the performance of a team Strong Computer skills with a proficient working knowledge of MS Word, Excel, PowerPoint and Outlook Track record in completing tasks with guidance to support customers and/or communities Relevant third level qualification and or accreditation is desirable and or relevant experience Min 1 year relevant Experience in a similar role in the water, utilities or similar industries is desirable Proven experience in demonstrating respect and professionalism in work and complying with organisational policies Ability to set up ongoing processes and procedures to collect and review information Proven effective time management skills with the ability to prioritise and remain focused Excellent verbal and written communication skills with the ability to convey messages in a clear and concise manner Experience in following safety rules, contributing to a safe working environment Flexible with regard to working in a changing environment and the ability to adjust to new work structures, processes and requirements as necessary Proven ability to create and develop good working relationships to facilitate the accomplishment of work goals, coupled with the ability to gain commitment from others

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About Uisce Éireann Irish Water

-Responsible for the treatment and distribution of drinking water, as well as wastewater collection and treatment. -Aims to enhance water infrastructure with major projects across the country, including the upgrade of aging networks. -Works with local authorities, private sector contractors, and stakeholders to deliver high-quality water services. -Focuses on maintaining water supply resilience, ensuring safe and clean water for homes, businesses, and industries. -Committed to improving environmental standards with an emphasis on reducing water leakage and upgrading treatment plants. -Plays a central role in Ireland's water conservation and sustainable resource management efforts. -Partners with local communities to ensure optimal service delivery and engage in public consultation for projects.

Sector Specialisms