Customer Specialist

Description:

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.

Position Description

We are looking for a Customer Specialist to support the Customer Specialist Manager with the identification of customer pain points and initiatives to improve the overall customer experience.

The purpose of this role is to collate insights extracted from customer pain points using various sources of insight and issue regular reports on findings by channel. The team take proactive measures to identify opportunities to improve the customer experience based on their findings. These improvements can include but are not limited to:

• Raising and managing to completion system work requests related to customer pain point fixes
• Liaising with other business areas on identified pain points driven by a process owned in their areas to develop solutions with our customers in mind
• Updating Standard Operating Procedures (SOPs) to reflect any process changes that have initiated.
• Document new processes in line with ever changing business requirements
• When required assist the training team with training on specific modules particularly where there has been change.
• Supporting change within the business by attending and actively participating in workshops as required
• Provide assistance to our outsource partners on complex customer queries, escalations and conduct customer account investigations when required
• Report on process errors attributed to system users in our Outsource Partners and actively work with those partners to keep these at a tolerable level