Is sinne Uisce Éireann. Gach lá, bímid freagrach as seirbhísí uisce atá slán, sábháilte agus inbhuanaithe a sholáthar do mhuintir na hÉireann. Mar fhóntas uisce rialáilte náisiúnta na hÉireann, is í ár bhfís go mbeidh Éire inbhuanaithe ann ina bhfuil meas ar uisce agus ina bhfuil sé cosanta, don domhan agus do na saolta uile a gcothaítear leis.

Is é an cuspóir atá ag Uisce Éireann ná a bheith inchurtha leis an dúshlán a bhaineann le seirbhísí bunathraitheacha uisce a sholáthar chun go mbeidh rath ar phobail. Ciallaíonn sé sin go bhfuilimid bródúil as an bhfreagracht a ghlacadh as ár soláthar uisce a chosaint agus córas sábháilte uisce a chur ar aghaidh chuig daonra atá ag fás go tapa agus fás sóisialta agus eacnamaíoch na hÉireann a chumhachtú.

Táimid paiseanta faoi chumhacht a thabhairt dár ndaoine, iad a chumasú tionchar dearfach a bheith acu ar phobail ar fud na hÉireann. Tá comhfhís agus comhchuspóir mar threoir againn, agus cloímid le luachanna a shainíonn cé sinne agus a mhúnlaíonn an chaoi a n-oibrímid, áit a bhfreastalaímid ar chustaiméirí agus ar phobail, a n-oibrímid níos fearr le chéile, a ndéanaimid an rud ceart, a mbíonn uaillmhianta againn, agus a gcoinnímid a chéile slán. Is trínár n-iompar a shainítear an chaoi a ndéanaimid caidreamh agus cumarsáid le chéile, agus a mbíonn rath orainn le chéile. Baineann na luachanna agus an t-iompar seo le gach duine againn, thar gach ról, suíomh, agus leibhéal.

Is é an sprioc atá againn daoine oilte agus cumasacha ó chúlraí éagsúla a mhealladh agus a fhorbairt, agus tabharfaidh na daoine sin raon dinimiciúil saineolais agus léargas chuig ár gcuid oibre. Agus lucht saothair láidir luachbhunaithe ag Uisce Éireann, is cinnte gur féidir linn seirbhísí uisce na hÉireann a chur chun cinn agus freastal ar riachtanais na bpobal a bhfreastalaímid orthu, agus gur féidir linn leanúint ar aghaidh leis an obair sin do na glúnta atá le teacht.

An Ról:

Déanann Oibríochtaí Custaiméirí eispéireas agus seirbhís custaiméirí atá sármhaith a fhorbairt, a sholáthar agus a thacú do chustaiméirí tí agus do chustaiméirí tráchtála araon laistigh de thionscal rialaithe. Tá Oibríochtaí Custaiméirí freagrach as caidreamh custaiméirí leis an Ionad Teagmhála Custaiméirí a bhainistiú, agus seirbhísí billeála do chustaiméirí atá tráthúil agus cruinn á gcinntiú agus straitéis Uisce Éireann do chustaiméirí á cur i bhfeidhm go héifeachtach.

Beidh an fhoireann um Seirbhís do Chustaiméirí cuntasach i leith seirbhís éifeachtach agus optamach a bhainistiú agus a sholáthar trí réimse bealaí. Áirítear leis seo forbairt agus bainistiú bealaí difreáilte do chustaiméirí trínar féidir le custaiméirí dul i dteagmháil le hUisce Éireann, agus seirbhísí teagmhála agus bainistíochta gearán á soláthar do chustaiméirí Baile, Ilchineálacha, um Fiontair Bheaga agus Mheánmhéide (FBM) agus do chustaiméirí Tionsclaíochta agus Tráchtálacha (T&T).

Ag tuairisciú don Bhainisteoir Seachadta do Chustaiméirí, beidh an Ceannaire Teicniúil um Theagmháil le Custaiméirí agus Bainistiú Cainéal freagrach as gach gníomhaíocht teagmhála ilchainéil do chustaiméirí a bhainistiú, lena n-áirítear clárú, bogadh isteach/bogadh amach, riarachán agus láimhseáil fiosruithe. Ina theannta sin, cuirfidh siad feabhsuithe cáilíochta agus athruithe chun cinn i gcomhar leis an ionad teagmhála agus leis an bhfoireann oibríochtaí custaiméirí níos leithne. Déanfaidh siad bainistiú ar gach gníomhaíocht teagmhála custaiméirí laistigh de fhoireann speisialtóirí tiomnaithe do Uisce Éireann, lena n-áirítear tacú le foireann teagmhála custaiméirí Uisce Éireann i saincheisteanna teagmhála custaiméirí, go háirithe iad siúd a bhfuil tacaíocht chúl-oifige ag teastáil uathu. Chomh maith leis sin, cuirfidh siad tacaíocht ar fáil nuair is gá don Cheannaire Seachadta Oibríochtaí agus don fhoireann sin agus don fhoireann Gearán agus Géaraithe i Seirbhís do Chustaiméirí.

Príomhdhualgais agus Freagrachtaí:

•    Freagrach as na hOibríochtaí Digiteacha agus na hOifige Tráchtála Tosaigh a bhainistiú ar fud na gcainéal isteach agus amach go léir, in oibriú Ionad Teagmhála Custaiméirí Uisce Éireann, ag obair le comhpháirtithe foinsithe seachfhoinsithe.
•    Freagrach as príomhphróisis an ghnó i.e., Fógraí Briste Soláthair, Digiteach, Bota Comhrá, Teagmháil Feabhsaithe le Custaiméirí, etc. nuair a shainmhíníonn an Bainisteoir Teagmhála le Custaiméirí é.
•    Obair leis an bhfoireann gearán agus géaruithe chun géaruithe a láimhseáil d’fhonn comhlíonadh a áirithiú agus treochtaí feabhsúcháin a aithint
•    Páirt a ghlacadh i gcur i bhfeidhm aon athruithe córais nó próisis i gcomhar le foirne ábhartha Uisce Éireann de réir mar is gá, agus é sin a bhainistiú.
•    Obair leis an bhfoireann oibríochtaí custaiméirí níos leithne chun feabhsuithe i bpróisis ionad teagmhála custaiméirí a aithint, e.g., conas a bhainistítear cainéil éagsúla agus feabhas a chur ar phróisis agus ar oiliúint.
•    Clár Cáilíochta Uisce Éireann a thiomáint le páirtithe leasmhara inmheánacha agus seachtracha
•    Seirbhís fheabhsaithe a chur ar fáil do sheirbhís B2B chun idirdhealú a áirithiú ó sheirbhís do chustaiméirí baile.
•    A áirithiú go ndéanann an fhoireann gach tionscnamh oiliúna agus faisnéise is gá chun tascanna a dhéanamh go héifeachtach
•    Obair le TF agus Margaíocht chun na cainéil OAM agus Digiteacha a thiomáint.
•    Obair leis an mBainisteoir Seachadta do Chustaiméirí chun cur chuige struchtúrtha a fhorbairt agus a chur i bhfeidhm maidir le feabhsú próisis agus comhtháthú na hintleachta saorga.
•    Acmhainn/comhtháthú an chainéil a bhainistiú agus tacú le feidhmiúlacht féinseirbhíse e.g., IVR Dialer agus ECM san ionad teagmhála
•    Bainistiú ar riachtanais rialála an CRF i ndáil le TSF, Príomhtháscairí Feidhmíochta Tréigthe & na hOifige Tosaigh Eile.
•    Feabhsuithe a thiomáint i méideanna DD, íocaíochtaí gníomhaire-chuidithe agus méaduithe ar FCR.
•    Tuarascálacha a ullmhú don Fhoireann Teagmhála Custaiméirí agus Bainistíochta Cainéal agus don bhainisteoir Seachadta Custaiméirí de réir mar is gá
•    Tacú le méadrachtaí CSAT a sheachadadh
•    Feidhmíocht seirbhíse agus an buiséad a mhonatóiriú chun rialú costas agus soláthar na gcaighdeán seirbhíse riachtanach a chinntiú.
•    An clár cáilíochta teagmhála a bhainistiú agus seisiúin rialta um ghuth an chustaiméara a reáchtáil le comhairleoirí sa líne thosaigh
•    Páirt a ghlacadh i gcur i bhfeidhm próiseas nua/beachtaithe agus ábhar oiliúna ar bhonn céimneach
•    Cásanna a shainaithint nuair is féidir an luach a mhéadú, e.g. an dóigh a ndéantar bealaí éagsúla a bhainistiú.
•    Obair leis an bhfeidhm Oiliúna & Cáilíochta chun tacú le seachadadh agus le cur i bhfeidhm aon athruithe córais nó próisis i gcomhar leis an bhfoireann Chustaiméirí agus úsáid a bhaint as an bpróiseas SER.
•    Tacú leis an róta ar ghlao-dhualgas más gá.

Dualgais agus Freagrachtaí Ginearálta

•    Comhoibriú le príomhpháirtithe leasmhara inmheánacha ar fud ghnólacht UÉ
•    Freagrach as gealltanais sláinte agus sábháilteachta a chur chun cinn agus a sheachadadh ar fud UÉ agus a shlabhra soláthair, iompair dhearfacha a neartú agus cuspóirí agus riachtanais sláinte agus sábháilteachta ar na caighdeáin is airde sa tionscal a sheachadadh.
•    Tacú le Clár Uisce Éireann um Bunathrú chun Feabhais a sholáthar, torthaí a theastaíonn laistigh den Stiúrthóireacht a bhaint amach, agus tacú le cuspóirí uile-eagraíochta a bhaint amach.
•    Ceannaireacht shoiléir a chur ar fáil do d’fhoireann, iad a chóitseáil agus a fhorbairt chun barr a gcumais a bhaint amach agus cuspóirí gnó a sholáthar, comhoibriú a chur chun cinn agus béim a chur ar na hiompair a bhfuiltear ag súil leo ó gach duine ar an bhfoireann.
•    Dualgais agus freagrachtaí a chur i gcrích i gcomhréir le beartais, caighdeáin, próisis agus rialuithe Slándála Faisnéise Uisce Éireann chun rúndacht, sláine agus infhaighteacht faisnéise gnó de chuid Uisce Éireann a chosaint, agus seirbhísí ríthábhachtacha a sholáthar, i gcomhréir le Treoir NIS (Slándáil Líonra agus Faisnéise) agus le rialachán cibearshlándála ábhartha ar bith eile.
•    Dualgais eile nuair is gá.

Eolas, Scileanna agus Taithí:

•    Tá cáilíocht agus / nó creidiúnú ábhartha tríú leibhéal inmhianaithe, agus / nó taithí ábhartha
•    Tá taithí 5 bliana ar a laghad sna tionscail uisce nó fóntas nó i dtionscail chomhchosúla inmhianaithe
•    Cúlra láidir maidir le luachanna eagraíochtúla a choinneáil trí chinnteoireacht agus trí ghníomhartha fiúntacha.
•    Taithí chruthaithe ar bhainistiú daoine, agus scileanna láidre idirphearsanta, bainistithe athruithe agus réitigh coimhlinte
•    Is inmhianaithe taithí ar chainéil dhigiteacha agus ar intleacht shaorga
•    Taithí ar obair foirne agus comhroinnt eolais a spreagadh chun feidhmíocht na foirne a fheabhsú. Fianaise ar chomhghleacaithe a spreagadh chun comhspriocanna a bhaint amach agus torthaí a fheabhsú.
•    Duine atá spreagtha, a mbíonn ardchaighdeán proifisiúntachta ag baint lena c(h)uid oibre agus é léirithe acu gur féidir leo torthaí a bhaint amach
•    Scileanna anailíse láidre agus cumas anailís a dhéanamh ar fhadhbanna agus ar ghnéithe feabhais féideartha agus iad a shainaithint, mar aon le réitigh a mholadh agus a chur i bhfeidhm
•    An cumas déileáil le dálaí éagsúla agus an cumas béim agus treo a athrú le bheith ag teacht le straitéis agus le riachtanais ghnó a léiriú
•    Réimsí nua feabhais a shainaithint go réamhghníomhach agus faisnéis agus scileanna nuafhoghlamtha a úsáid i mbun oibre
•    Taithí ar úinéireacht a ghlacadh ar fhreagrachtaí sábháilteachta agus ar chur le tionscnaimh feabhsaithe leanúnaigh.

We are Uisce Éireann. Every day, we are responsible for the delivery of secure, safe, and sustainable water services for the people of Ireland. As Ireland’s national regulated water utility, our vision is a sustainable Ireland where water is respected and protected, for the planet and all the lives it supports.

Our purpose at Uisce Éireann is to rise to the challenge of delivering transformative water services that enable communities to thrive. That means we are proud to take on the responsibility of protecting our water supply and passing on a safe and secure water system to a rapidly growing population and empowering Ireland’s social and economic growth.

We are passionate about empowering our people, enabling them to make a positive impact on communities across Ireland. We are guided by a shared vision and purpose, grounded in values that define who we are and shape how we work, where we deliver for customers and communities, we work better together, we do the right thing, we aim high, and we keep each other safe. Our behaviours define how we interact, communicate, and succeed together. These values and behaviours apply to each one of us, across every role, location, and level.

Our goal is to attract and develop skilled and talented people from diverse backgrounds, who bring a dynamic range of expertise and insights to our work. With a strong, values-driven workforce, we ensure Uisce Éireann can continue advancing Ireland’s water services and meeting the needs of the communities we serve for generations to come.

The Role:

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 Éireann customer strategy.

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.

Reporting to the Customer Delivery Manager, the Customer Contact and Channel Management Technical Lead will be responsible for managing all multi-channel customer contact activities, including registration, move-in/move-out, administration and query handling. In addition, they will drive quality improvements and change in the conjunction with the contact centre and wider customer operations team. They will manage all customer contact activities within a team of dedicated specialists for Uisce Éireann, including supporting Uisce Éireann customer contact staff in customer contact issues, in particular those requiring back-office support. They will also provide support where required to the Operations Delivery Lead and team and the Complaints and Escalations team in Customer Service.

Main Duties and Responsibilities:

•    Responsible for managing the Digital Operations and Commercial Front Office across all inbound and outbound channels Uisce Éireann Customer Contact Centre operation working with outsourced partners
•    Responsible for the key processes of the business i.e., Outage Notifications, Digital, Chatbot, Enhanced Customer Contact, etc where defined by the Customer Contact Manager
•    Work with the complaints and escalations team in handling escalations to ensure compliance and identify trends for improvement
•    Manage and participate in the rollout of any system or process changes in conjunction with relevant Uisce Éireann teams as and when required
•    Work with the wider customer operations team to identify improvements in customer contact centre processes e.g., how various channels are managed and improvement of processes and training
•    Drive the Uisce Éireann Quality Programme with internal and external stakeholders
•    Execute provision of an enhanced service for B2B service to ensure differentiation in service from domestic customers
•    Ensure all training and information initiatives required to perform tasks effectively are carried out by the team
•    Work with IT and Marketing to drive the OAM and Digital channels.
•    Work with the Customer Delivery Manager to develop and execute a structured approach to process improvement and the integration of artificial intelligence
•    Manage the channel capacity/integration and support self-serve functionality e.g., IVR Dialer and ECM in the contact centre
•    Management of the CRU regulatory requirements in relation to TSF, Abandoned & Other Front Office KPI’s.
•    Drive improvements in the DD volumes, agent assisted payments and increases in FCR.
•    Prepare reports for Customer Contact and Channel Management Team and Customer Delivery manager as required
•    Support the delivery of CSAT metrics
•    Monitor service performance and budget to ensure cost control and delivery of required service standards.
•    Manage contact quality programme and conduct regular voice of the customer sessions with front line advisors
•    Participate in rollout of new/refined processes and training material
•    Identify instances where value can be increased, e.g. how various channels are managed.
•    Work with the Training & Quality function to support the delivery and rollout of any system or process changes in conjunction with the Customer team and utilise the SER process
•    Support the on call rota if required.

General Duties and Responsibilities

•    Collaboration with key internal stakeholders across the UÉ business
•    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 delivery of the Uisce Éireann Transformation Programme, driving results required within the Directorate and supporting organisation-wide objectives.
•    Provide visible leadership for your team, coaching and developing them to achieve their full potential and deliver business objectives, promoting collaboration and highlighting the behaviours that are expected from everyone in the team.
•    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.
•    Other duties as required.

Knowledge, Skills and Experience:

•    Relevant third level qualification and or accreditation is desirable and or relevant experience
•    A minimum of 5 years’ experience in the water, utilities or similar industries is desirable
•    Strong background in upholding organisational values through decision-making and constructive actions.
•    Demonstrated people management experience, with strong people, change management and conflict resolution skills
•    Experience with Digital channels and artificial intelligence is desirable
•    Experience in encouraging teamwork and knowledge-sharing to enhance team performance. Evidence of motivating colleagues to achieve shared goals and improve outcomes.
•    Highly motivated individual, working to the highest professional standards and with proven ability to deliver results
•    Strong analytical skills and ability to identify and analyse problems and potential improvements, and propose and implement solutions
•    Demonstrate adaptability and the ability to change focus and direction in line with business strategy and requirements
•    Proactively identifying new areas of improvement and using newly gained knowledge and skill on the job
•    Experience in taking ownership of safety responsibilities and contributing to continuous improvement initiatives.

The closing date for receipt of applications for this vacancy is 13/03/2026.
Please note that applications submitted after this closing date will not be accepted.

*Please be advised that if successful you will be placed on the salary range based on your skills and experience. Please note the Market reference point (midpoint) of the range is generally the upper end of the offer where someone is deemed to be fully competent to take on the duties of the role, and leaves room for the employee to progress through the pay range as their experience develops further.

Uisce Éireann is an equal opportunities employer.

We are committed to providing a diverse and inclusive place of work and have a robust strategy and framework called ibelong to enable this. We are an equal opportunity employer and through our recruitment process we welcome and encourage applications from interested and suitably qualified individuals regardless of gender, age, racial or ethnic origin, membership of the traveller community, religion or beliefs, family or civil status, sexual orientation/gender identity or disability.

Ceannaire Teicniúil um Theagmháil le Custaiméirí agus Bainistiú Cainéal/Customer Contact and Channel Management Technical Lead

Job Description