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ESB is a purpose led company striving to create a brighter future for the customers and communities we serve, leading the transition to reliable, affordable, low-carbon energy.
Today, we operate one of the most progressive electricity systems in the world, with activities spanning electricity generation, transmission, distribution and supply in Ireland, Northern Ireland and Great Britain, and an international energy consulting business.
With almost 8,000 employees we invested €1bn in infrastructure last year, contributed over €2bn to the economies we operate in and distributed over €2m across a range of community initiatives.
This requires us to bring the best of our capabilities together to deliver innovative and value-driven solutions that enable our customers to live low-carbon lives.
ESB strives to foster an effective and inclusive culture where people engage, challenge and feel connected to our purpose, colleagues, customers and community.
The candidate will work within a dynamic team of dedicated professionals and be responsible for delivering excellent customer service across the multiple B2B service channels in a seamless and customer friendly manner.
Covering the I&C and SME markets in Ireland, the service manager will be responsible for a team of people as well as outsource providers and collaborating with other departments within Electric Ireland and ESB Group to deliver consistently excellent customer outcomes and continuous performance improvement through recognised market leading customer service teams.
Key Responsibilities Manage and lead dynamic, geographically dispersed B2B customer service teams ensuring consistent service levels and efficient operations.Achieve Business Markets Strategic Objectives across all service channels.Owner of all B2B service business processes & customer data; B2B Service governance and continuous improvement of the processes including training and monitoring/reporting of process outcome.Owner/operator of Energy Services offerings to SME base.Owner of all customer services (e.g.
equaliser, collective billing etc).Continuous improvement of service offerings & identifying need for new services.Initiate root cause analysis of service issues and implement plans to mitigate against such issues.Collect and analyse customer contact statistics.Capture data and prepare customer service reports including relevant customer insights and feedback to the wider team to assist future campaigns and improve performance.Owner of Cost to serve budget - Forecast and analyse costs against budget figures on a weekly and/or monthly basis.Owner of B2B call centre outsourced provider contracts, budgets and KPIs and performance of contracts.Owner of CSAT, NPS and CES – working with relevant teams in Electric Ireland to ensure consistent measurement and addressing key areas for improvement.Key liaison with billing, payments, credit control, residential service on behalf of Business Markets.This position entails close working relationships with other areas of the business including Trading, Pricing, Operations, Finance and Marketing in addition to the wider Business Markets area.Reporting and resolution of customer complaints and queries for both ROI and NI jurisdiction end-end inclusive of assessing trends with a view to making improvements.Develop and maintain an in-depth understanding of customers' businesses and needs inclusive of market & billing requirements for all jurisdictions.Managing and understanding the complexities relating to products & tariffs offered for all jurisdictions.The exclusive management of government schemes across the B2B team implemented to assist with the current energy crisis across both ROI and NI ensuring this is understood and managed efficiently and effectively.Understanding our commercial customer base to ensure we maintain profitability and give guidance where necessary upon renewal or management of I&C and SME customers.Owner of customer billing mass upload process specifically focused on large volume accounts managed by CRMs across the Business teams.Experience and Qualifications Either 3rd Level qualification or equivalent work experience and 7-10 years experience required.B2B service management experience and/or sales management in a competitive market environment.Significant team management experience.Excellent interpersonal and written communication skills.Strong customer service focus.Analysing data, problem solving and decision making.Excellent planning and organising skills with ability to manage multiple priorities and meet deadlines.Innovation and creativity to adapt to changing environments/ circumstances.Ability to build and maintain an in-depth knowledge of the operation of the gas and electricity and energy services markets in Ireland so as to contribute positively to Electric Ireland's strategic objectives.Proven ability to develop and manage relationships with customers and other industry stakeholders including brokers, consultants, trade bodies and service providers.Proficiency in Microsoft Excel.Full driving license.Location This position will be based in Dublin.
ESB is committed to smart working – combining digital tools with a culture of trust and empowerment to enable flexible ways of working.
The successful candidate may work flexibly within their jurisdiction with attendance at the workplace for in-person collaboration on at least one anchor day per week.
All smart working arrangements are subject to manager approval and ongoing review, based on the operational requirements of the role, the team, and the individual.
Reporting To Business Sales Manager
Why Work with Us? Opportunity to lead Ireland's transition to net zero carbon future.Progressive, hybrid working model.Career development through mentoring and training.Corporate Social Responsibility Opportunities.Sports and Social Clubs.Networking opportunities.Credit Union.Generous Pension.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.Closing Date
22nd January 2025
Note: Applicants who anticipate requiring assistance or reasonable accommodations for any part of the application or interview process may contact, in confidence, ******. If you have any queries in relation to this job, please contact ******. Your application will be held in reserve for 6 months should you be suitable for the role.
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