Customer Service Advisor [Out-of-hours team], Cork

Position Description

As part of ESB Networks Customer Care Centre, the out of hours team provides 24‑hour customer support to all electricity customers, handling emergency no‑supply situations as part of a highly skilled, externally CCA accredited team that delivers first‑class customer service across various channels. The shift operating hours cover the period from 8 pm to 8 am Monday to Saturday, 1.30 pm Saturday to 8 am Monday and Bank/Board Holidays.This is a permanent, 24‑hour per week contract. A shift allowance is associated with this role. Key Responsibilities

Handling inbound Emergency&No Supply 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 Confirming that the customer understands and is satisfied with the outcome of the queryCompleting all tasks in a professional manner, prioritising customers’ needs and safeguarding their confidentiality Maintaining the integrity of ESB’s IT systems by completing all appropriate updates promptly and accurately Representing ESB Networks to all customers via a variety of customer contact channelsReal‑time liaison with Dispatch Centres as required Processing Networks customer‑related transactions as required Types of Contacts Handled

Emergency/Loss of supply calls Networks general enquiry services Experience and Qualifications

Excellent telephone interaction/communication skills Experience working in a customer‑focused environment Good PC/numerical skills including use of Outlook Accuracy and attention to detail Ability to learn and apply new systems and procedures Location

This position will be based in Wilton, Co. Cork. Reporting To

NCCC Team Lead. 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 entitlementsStrong 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

€33,000 – €40,000 per annum. Closing Date

9th of June, 2025 Interview

Candidates who are shortlisted for interview will complete a behavioural interview based on each of the following behaviours, which underpin how we work at ESB and are critical to delivering our strategy. Accountable and ethical Collaborative Growing and adaptive Proactive Respectful and supportiveMore information is available on Our People Promise. Notes

Your application will be held in reserve for 6 months should you be suitable for the role. The successful candidate will be required to evidence their right to work in the Republic of Ireland prior to commencement of employment.

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