Position Description

Are you looking to begin or further your career in Customer Service? ESB Networks is looking for a number of Customer Service Advisors to join our Customer Care Centre based in Wilton, Co. Cork.

Our Customer Service Advisors support electricity customers across Ireland, dealing with and resolving a broad range of customer queries, The Customer Service Advisor works as part of highly skilled, externally CCA accredited team that delivers first class customer service across various customer channels.

Successful candidates will receive a comprehensive onboarding experience when they join the team, including classroom training, on-the-job learning and mentoring.

Both full-time (36.25 hours per week) and part-time (25 hours per week) contracts are available with start dates in September 2025.

Shift Patterns

Both full-time part-time Customer Service Advisors are scheduled to work 5 days per week.

• Full-time: 36.25 hours per week, 7.25 hours per day (x5), between 7:45am-8pm Monday-Saturday
• Part-time: 25 hours per week, 5 hours per day (x5), between 7:45am-8pm Monday-Saturday
  
  

Shifts/rotas are provided 1 month in advance, with the facility to swap shifts where feasible.

Key Responsibilities

• Handling external and internal customer queries promptly and politely
• Listening to customers to anticipate and understand their needs
• Taking all necessary steps to satisfy customers’ needs efficiently and accurately and communicating this to the customer through first contact resolution where possible
• Completing all tasks in a professional manner, prioritising customers’ needs and safeguarding their confidentiality
• Maintaining the integrity of ESB Networks IT systems, by completing all appropriate updates promptly and accurately
• Fulfilling the role of the representative of ESB Networks to all the customers she/he engages with
  
  

The types of queries handled by the Advisor include:

• Emergency/Loss of supply calls
• Requests for a New Supply
• Meter Reading processing
• Supplier related queries
• Scheduling and managing work programmes
• Supporting electricity suppliers
• Processing applications for new connections
• Pay As You Go Metering
  
  

Experience And Qualifications

• Leaving Certificate is essential
• Experience of working in a customer-focused environment, preferably with a track record of providing excellent customer service across various channels
• Excellent Telephone interaction/communication skills
• Good IT/numeric skills including use of Outlook
• Accuracy and attention to detail
• Initiative and problem-solving skills
• Ability to work in a fast-paced environment, with an ability to learn and apply new systems and procedures
  
  

Location

Wilton, Co. Cork, Ireland

Our onboarding requires the Customer Service Advisor to work fully on-site for the first 6 months, in line with the Customer Care Centre’s learning & development procedure.

Following this, the successful candidate, upon successful completion of probation, may work remotely (within the Republic of Ireland) on a hybrid working basis. The Customer Care Centre’s hybrid working model allows a mix of attendance in the workplace, with the option to work remotely (on a 50/50 basis). All hybrid working arrangements are subject to ongoing review and change, based on the operational requirements of the role and satisfactory performance.

Note: Part-time staff will be required to attend on a full-time basis for an initial 5-week training period.

Why Work with Us?

• Opportunity to lead Ireland’s transition to net zero carbon future
• 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
  
  

Salary

€32,000 to €38,000 per annum

(Based on full-time hours; part-time salaries offered on a pro-rata basis)

Closing date

3rd June 2025

Your application will be held in reserve for 6 months should you be suitable for the role.